Technical Customer Support Representative

For decades, DTN has been the silent force behind some of the world’s most critical industries—helping 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 insights—enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don’t follow trends—we set the standard for precision, trust, and operational impact.

DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we’re accelerating growth and expanding our global footprint. Our purpose‑built solutions—powered by AI and honed by decades of vertical expertise—are helping some of the world’s most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast‑changing world.

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

• 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,…