Technical Customer Support Representative

DTN

. Monitor and respond to customer requests via phone, email, online chat, and support case queues .

Posted 10/14/2026full-timeRemote • Nebraska • United StatesMid-LevelSenior💰 $21 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting software applications, data workflows, and system integrations, with a strong focus on customer support and technical problem-solving. Proficient in managing multiple cases while ensuring accurate documentation and effective communication across teams.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Software ApplicationsFamiliarity with CSV, XML, EDI, FTP, and SFTPExperience with Salesforce or Case-Management PlatformsEnergy Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData Workflow ManagementTechnical Problem-SolvingConfiguration ChangesIncident EscalationSystem IntegrationData Accuracy VerificationAutomated ReportingTransaction ProcessingCase Documentation

Soft Skills

Strong Communication SkillsExcellent Organizational SkillsAttention to DetailCustomer-Focused JudgmentCollaboration Skills

Tools & Technologies

SalesforceCase-Management SystemsSupport ToolsSystem LogsFile Repositories

Industry Keywords

Energy IndustryCustomer SupportTechnical SupportData HandlingProduction Change Management

About the role

Key responsibilities & impact

Monitor and respond to customer requests via phone, email, online chat, and 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
Manage multiple active cases and prioritize based on customer needs, business impact, and operational urgency
Distinguish product questions, configuration issues, software defects, implementation requests, and enhancement requests
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 problems
Troubleshoot CSV, XML, EDI, FTP, and SFTP workflows
Investigate processing issues, data-format discrepancies, routing problems, and automated delivery failures
Work with customer technical teams and third-party providers on integration issues
Reproduce reported issues and validate corrective actions
Perform authorized customer configuration changes involving routing, recipients, report delivery, account settings, and processing options
Validate configuration changes and system outputs
Follow security, privacy, confidentiality, data-handling, change-discipline, and verification requirements
Recognize and escalate production incidents based on severity, customer impact, and business risk
Provide customer updates during incidents and confirm service restoration
Coordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and technical resources
Prepare technical escalations with evidence, business impact, troubleshooting history, and requested action
Document customer interactions, investigations, troubleshooting steps, configuration changes, findings, and resolutions
Maintain case records for follow-up, escalation, reporting, and knowledge sharing
Create troubleshooting documentation and share lessons learned
Identify recurring issues and recommend improvements to monitoring, documentation, tooling, and support processes
Expand knowledge of DTN Energy products, integrations, data workflows, and customer business processes

Requirements

What you’ll need

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 and organize incomplete information
Strong written and verbal communication skills
Excellent organizational skills and ability to manage multiple active cases
Strong attention to detail with customer configurations, data routing, system outputs, and production-related changes
Ability to collaborate across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams
Ability to document work, technical findings, customer interactions, and resolutions in a case-management system
Customer-focused judgment and professionalism
Technical curiosity and structured troubleshooting ability
Ownership, prioritization, accountability, and follow-through
Sound judgment regarding data accuracy, confidentiality, security, and production change management
Ability to make appropriate escalation decisions
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 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 with customer IT teams or third-party system integration providers
Experience within the Energy industry
Familiarity with customer-specific data configurations, transaction workflows, automated reporting, or production support processes

Benefits

Comp & perks

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)
Opportunity to advance compensation with performance over time
May be eligible for market competitive variable pay and benefits