Technical Customer Support Representative

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.

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.

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.

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.

Recognize potential production incidents and esc ... etc... (remainder of the paragraph unchanged)

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.

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