Product Support Representative
About The Position
TransCore (TRN), a subsidiary of ST Engineering, is seeking a talented Technical/Product Support Representative to join our team. Summary The Technical/Product Support Representative is a key member of TransCore’s Software Operations & Maintenance team and plays a critical role in supporting the reliability and performance of our highâspeed tolling systems. This position requires strong analytical skills, clear communication, and a commitment to operational excellence. You will develop advanced technical expertise in TransCore’s software platforms and lane side systems while providing responsive, highâquality support to both internal teams and our customers. This role is essential in ensuring continuous system performance and timely issue resolution.
Requirements
- Associates degree (A.A.) or equivalent from two-year college in a computer related or technical field, or equivalent combination of education and experience.
- Collaborative mindset with a strong desire to work within a team dedicated to delivering excellent customer support.
- Strong written and verbal communication skills, with the ability to explain technical issues clearly and simply.
- Professional, calm, and solutionsâoriented approach, especially in highâpressure environments.
- Excellent organizational skills with strong attention to detail.
- Analytical thinker with proven problemâsolving and documentation abilities.
- Ability to work effectively across crossâfunctional teams and departments.
- Customerâfirst attitude with enthusiasm for resolving issues efficiently and thoroughly.
- Ability to document, analyze, and troubleshoot system or application errors.
- Understanding of networking fundamentals and basic troubleshooting practices.
- Ability to run SQL queries to support troubleshooting, data analysis, and issue resolution.
- Experience with Microsoft Word and Excel.
- Demonstrated commitment to owning responsibilities, developing expertise, and growing within a role over time.
Nice To Haves
- Experience supporting 24×7 missionâcritical or highâavailability environment.
- Experience working in Linux environments.
- Familiarity with scripting languages such as Python and/or Bash.
Responsibilities
- Monitoring incoming work orders and customer emails, performing initial triage, and ensuring timely acknowledgement, prioritization, and routing.
- Conducting initial troubleshooting to gather details, assess severity, and determine appropriate next steps.
- Providing clear, timely, and consistent communication to customers and internal teams, ensuring all updates are Clear, Concise, Complete, and Consistent.
- Coordinating with crossâfunctional teams (development, database, networking, infrastructure, and lane side technicians) to drive issues toward resolution in alignment with KPI expectations.
- Monitoring missionâcritical production systems to identify performance anomalies or failures and escalating when appropriate.
- Performing daily operational checks, including data validation, lane performance review, video review, and anomaly reporting.
- Maintaining documentation, workflows, and automation tools to support operational efficiency and continuous improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
