Technical Customer Support Representative

DTN • Dallas, TX

6d • Remote

About The Position

DTN is seeking a customer-focused, technically curious Technical Customer Support Specialist to provide front-line and advanced technical support for its Energy products, customer integrations, data delivery, and transaction-processing workflows. The role owns customer issues from initial intake through investigation, troubleshooting, escalation, testing, resolution, and customer confirmation. Support work involves customer-specific configurations, file routing, automated reports, transaction processing, data formats, and FTP/SFTP delivery, using available support tools, system logs, test environments, and product knowledge.

The representative collaborates with Customer Support, Operations, Development, Product Management, Implementation, Mapping, Account Management, customer IT teams, and third-party providers to resolve issues and communicate clearly. The position calls for an independent problem solver who can work with incomplete information, manage competing priorities, protect sensitive customer data, document technical findings accurately, and explain complex technical matters to customers.

This is a full-time role in Customer Support – Energy, reporting to Customer Support Leadership. The position is remote where applicable to the role. The targeted hiring base pay range is $20.50–$27.00 per hour; actual pay depends on factors such as experience, training, education, transferable skills, business needs, and internal equity. The role may also be eligible for variable pay and benefits.

Requirements

• High school diploma or equivalent; additional education or relevant technical experience is valued.
• Experience in customer support, technical support, software support, or a related customer-facing position.
• Ability to investigate technical or operational problems, organize incomplete information, and identify practical next steps.
• Strong written and verbal communication skills, including the ability to explain technical findings to technical and nontechnical audiences.
• Excellent organizational skills and ability to manage multiple active cases, prioritize based on customer and business impact, and maintain accurate follow-up.
• Strong attention to detail when working with customer configurations, data routing, system outputs, and production-related changes.
• Ability to collaborate effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams.
• Ability to clearly and consistently document work, technical findings, customer interactions, and resolutions in a case-management system.
• Customer-focused judgment, professionalism, and commitment to timely, accurate, and effective support.
• Technical curiosity and ability to apply structured troubleshooting methods to complex or unfamiliar problems.
• Ownership, prioritization, accountability, and follow-through throughout the customer support lifecycle.
• Sound judgment regarding data accuracy, confidentiality, security, and production change management.
• Ability to make appropriate escalation decisions and communicate effectively with cross-functional stakeholders.
• Strong documentation, collaboration, and knowledge-sharing skills.
• Ability and willingness to learn complex products, technical systems, and energy-industry workflows.

Nice To Haves

• Experience troubleshooting software applications, data workflows, transaction-processing systems, or system integrations.
• Familiarity with structured data formats and delivery technologies, including CSV, XML, EDI, FTP, and SFTP.
• Understanding of file naming conventions, folder structures, and automated data-delivery processes.
• Experience reviewing application or system logs, processing history, delivery records, and structured input or output files.
• Experience reproducing technical issues and validating solutions in testing and production-support environments.
• Experience using Salesforce or another customer case-management platform.
• Experience working directly with customer IT teams or third-party system integration providers.
• Experience within the Energy industry, including familiarity with pricing, terminals, sites, invoices, bills of lading, allocations, suppliers, buyers, or sellers.
• Familiarity with customer-specific data configurations, transaction workflows, automated reporting, or production support processes.
• Experience identifying recurring technical issues and contributing to improvements in support documentation, monitoring, or troubleshooting practices.

Responsibilities

• Monitor and respond to customer requests received by phone, email, online chat, and assigned support case queues.
• Own technical support cases from intake and investigation through resolution, follow-up, and customer confirmation.
• Provide accurate, timely, professional, customer-appropriate communication throughout the support process.
• Advance cases independently, coordinate resources, and confirm successful outcomes.
• Manage multiple active cases and prioritize based on customer needs, business impact, and operational urgency.
• Distinguish product questions, customer configuration issues, software defects, implementation requests, and product enhancement requests, and address or route them appropriately.
• Investigate and troubleshoot DTN Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations.
• Use support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve reported problems.
• Review and troubleshoot structured data and file-delivery workflows, including CSV, XML, EDI, FTP, and SFTP processes.
• Investigate customer-specific processing issues, data-format discrepancies, routing problems, and automated delivery failures.
• Work with customer technical teams and third-party providers to clarify technical requirements and troubleshoot integration issues.
• Reproduce reported issues when possible, evaluate findings, and validate corrective actions before closing cases.
• Apply structured troubleshooting methods and sound judgment to incomplete or ambiguous information.
• Perform authorized customer configuration changes involving data routing, recipients, report delivery, account settings, and customer-specific processing options.
• Validate configuration changes and system outputs before case closure to reduce the risk of incorrect, incomplete, duplicated, or misrouted data.
• Follow applicable security, privacy, confidentiality, data-handling, change-discipline, and verification requirements when accessing customer information or making production-related changes.
• Recognize potential production incidents and escalate based on severity, customer impact, and business risk.
• Provide timely customer updates during incidents and confirm service restoration before concluding support.
• Coordinate with internal teams to determine appropriate resolution and escalation paths.
• Prepare technical escalations that include supporting evidence, business impact, troubleshooting history, and a clearly defined requested action.
• Collaborate with customer IT teams, third-party integration providers, and internal technical resources to resolve complex issues.
• Document customer interactions, investigations, troubleshooting steps, configuration changes, findings, and resolutions in the designated case-management system.
• Maintain clear case records that support follow-up, escalation, reporting, and knowledge sharing.
• Create and maintain troubleshooting documentation and share lessons learned from recurring or complex issues.
• Identify patterns in recurring support issues and recommend improvements to monitoring, documentation, technical tooling, and support processes.
• Contribute to team knowledge and support capabilities through documentation, collaboration, and sharing technical insights.
• Continuously expand knowledge of DTN Energy products, technical integrations, data workflows, and customer business processes.

Benefits

• Unlimited PTO
• Flexible working hours
• Remote work model (position dependent)
• Competitive Medical, Dental and Vision Insurance Plans
• 6% 401K matching
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)
• Potential eligibility for market competitive variable pay and benefits

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED