Technical Customer Support Representative

For decades DTN has been the silent force behind some of the worlds most critical industrieshelping businesses navigate complexity uncertainty and risk with smarter faster decisions. From agriculture to energy to weather intelligence our proprietary Operational Decisioning Platform transforms raw data into decision-grade insightsenabling companies to optimize supply chains ensure market stability and safeguard infrastructure against disruption. We dont follow trendswe set the standard for precision trust and operational impact.

Job Description:

DTN is seeking a customer-focused technically curious Technical Customer Support Specialist to provide front-line and advanced technical support for our Energy products customer integrations data delivery and transaction-processing workflows.

In this role you will take ownership of customer issues from initial intake through investigation troubleshooting escalation testing resolution and customer confirmation. You will work with 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 to identify and resolve technical challenges.

You will collaborate closely with Customer Support Operations Development Product Management Implementation Mapping Account Management customer IT teams and third-party providers to deliver effective resolutions and clear timely communication.

The ideal candidate is an independent problem solver who can work with incomplete information manage competing priorities protect sensitive customer data accurately document technical findings and translate complex technical information into understandable customer-facing communication.

Department: Customer Support Energy
Employment Type: Full-Time
Reports To: Customer Support Leadership

Customer Support and Case Ownership

• Monitor and respond to customer requests received through phone email online chat and assigned support case queues.
• Own technical support cases throughout the complete lifecycle from initial intake and investigation through resolution follow-up and customer confirmation.
• Provide accurate timely professional and customer-appropriate communication throughout the support process.
• Independently advance cases coordinate appropriate resources and confirm successful outcomes rather than simply routing customer requests.
• Manage multiple active support cases while prioritizing work based on customer needs business impact and operational urgency.
• Distinguish among product questions customer configuration issues software defects implementation requests and product enhancement requests ensuring each is addressed or routed appropriately.

Technical Troubleshooting and Issue Resolution

• Investigate and troubleshoot issues involving DTN Energy product behavior transaction processing file delivery customer configuration automated reporting and data integrations.
• Use available 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 directly with customer technical teams and third-party providers to clarify technical requirements and troubleshoot system integration issues.
• Reproduce reported issues when possible evaluate findings and validate corrective actions before closing customer cases.
• Apply structured troubleshooting techniques and sound technical judgment when investigating incomplete or ambiguous information.

Customer Configuration and Data Integrity

• Perform authorized customer configuration changes involving data routing recipients report delivery account settings and customer-specific processing options.
• Validate configuration changes and resulting system outputs before case closure to reduce the risk of incorrect incomplete duplicated or misrouted customer data.
• Exercise strong attention to detail when handling customer configurations production-related changes and business-sensitive information.
• Follow applicable security privacy confidentiality and data-handling requirements when accessing customer information or making production-related changes.
• Apply appropriate change discipline and verification procedures to maintain data accuracy and operational reliability.

Incident Management and Cross-Functional Escalation

• Recognize potential production incidents and escalate issues appropriately based on severity customer impact and business risk.
• Provide timely customer updates during incidents and confirm service restoration before concluding the support process.
• Coordinate with Operations Development Product Management Mapping Implementation Account Management and other internal teams to determine appropriate resolution and escalation paths.
• Prepare effective 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.
• Demonstrate sound judgment when determining whether issues require additional technical expertise operational intervention or product-level investigation.

Documentation Knowledge Sharing and Continuous Improvement

• Accurately document customer interactions technical investigations troubleshooting steps configuration changes findings and resolutions within the designated case-management system.
• Maintain clear and consistent case records that support follow-up escalation reporting and knowledge sharing.
• Create and maintain troubleshooting documentation and share lessons learned from recurring or complex customer issues.
• Identify patterns in recurring support issues and recommend improvements to monitoring documentation technical tooling and support processes.
• Contribute to the development of team knowledge and support capabilities through documentation collaboration and the sharing of technical insights.
• Continuously expand knowledge of DTN Energy products technical integrations data workflows and customer business processes.

• 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.
• Demonstrated 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 clearly to both technical and nontechnical audiences.
• Excellent organizational skills with the 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 a commitment to delivering timely accurate and effective support.
• Technical curiosity and the ability to apply structured troubleshooting methods to complex or unfamiliar problems.
• Demonstrated 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.

• 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.

• Competitive Salary
• 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)

The targeted hiring base pay range for this position is between $20.50 and $27.00 per hour. DTN is a pay for performance organization which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors including but not limited to: prior work experience training/education transferable skills business needs internal equity and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market competitive variable pay and benefits.

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About DTN:

DTN is a global data and technology company helping operational leaders in energy agriculture and weather-driven industries make faster smarter decisions. Our Operational Decisioning Platform turns complex data into decision-grade insightsempowering customers to expand their margins accelerate growth and outpace risk. With more than 1200 employees globally DTN serves the companies that feed fuel and protect the world.

At DTN we value clarity trust and action. Were a team of problem-solvers outcome-drivers and industry nerds who believe that precision matters and that mission is at the core of what we do.

• Trust Built: We earn it. We keep it. We protect it. Our neutrality precision and integrity are non-negotiable.

• Confidence-Driven: We help customers move with clarity and conviction. We bring the data and operational knowledge leaders need to act.

• Built for Industry: We speak operations because we come from operations. Our expertise is forged in fuel terminals fields flight paths and forecasts.

• Future-Forward: We see whats coming- and were ready. We help customers lead through change with smarter decisioning.

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If you receive a suspicious message or offer claiming to be from DTN please do not engage. Contact our Talent Acquisition team at to verify the legitimacy of any any fraudulent messaging as phishing or spam.

DTN is an Equal Opportunity Employer. We welcome and encourage applicants of all backgrounds including minorities women veterans and individuals with disabilities.