Technical Customer Support Representative

dtn; Omaha (NE); On-site; USD 60,000 - 90,000; Full time

Job summary

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.

You will own cases end-to-end, work with customer-specific configurations and FTP/SFTP delivery, and collaborate with cross-functional teams to deliver timely, clear resolutions.

Qualifications

• Experience in technical customer support or similar role.
• Able to translate technical information for customers.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor and respond to customer requests via phone, email, online chat.
• Own technical support cases through full lifecycle.
• Provide accurate, timely, customer-appropriate communication.
• Collaborate with internal teams to resolve issues.
• Investigate and troubleshoot product behavior and data workflows.
• Validate changes and ensure data integrity.

Skills

Customer support

Troubleshooting

Communication

Tools

FTP/SFTP

Logs

Job description

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.

J ob Description

Position Summary

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

What You Will Be Responsible For

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 ch