{"id":2516761,"url":"https://alion.io/job/dtn-technical-customer-support-representative","title":"Technical Customer Support Representative","company":{"id":1781197,"name":"DTN","domain":"dtn.com","url":"https://alion.io/company/dtn-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":6,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Omaha, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":27,"currency":"USD","period":"hour","gross":null,"usd_annual":54000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-14T09:58:57Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T14:25:26Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nDTN 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.\nJob Description:\nPosition Summary:\nDTN 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.\nIn 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.\nYou 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.\nThe 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.\nDepartment: Customer Support - Energy\nEmployment Type: Full-Time\nReports To: Customer Support Leadership\nWhat You Will Be Responsible For:\nCustomer Support and Case Ownership\nMonitor and respond to customer requests received through phone, email, online chat, and assigned support case queues.\nOwn technical support cases throughout the complete lifecycle, from initial intake and investigation through resolution, follow-up, and customer confirmation.\nProvide accurate, timely, professional, and customer-appropriate communication throughout the support process.\nIndependently advance cases, coordinate appropriate resources, and confirm successful outcomes rather than simply routing customer requests.\nManage multiple active support cases while prioritizing work based on customer needs, business impact, and operational urgency.\nDistinguish among product questions, customer configuration issues, software defects, implementation requests, and product enhancement requests, ensuring each is addressed or routed appropriately.\nTechnical Troubleshooting and Issue Resolution\nInvestigate and troubleshoot issues involving DTN Energy product behavior, transaction processing, file delivery, customer configuration, automated reporting, and data integrations.\nUse available support tools, system logs, databases, file repositories, delivery records, and test environments to reproduce, validate, and resolve reported problems.\nReview and troubleshoot structured data and file-delivery workflows, including CSV, XML, EDI, FTP, and SFTP processes.\nInvestigate customer-specific processing issues, data-format discrepancies, routing problems, and automated delivery failures.\nWork directly with customer technical teams and third-party providers to clarify technical requirements and troubleshoot system integration issues.\nReproduce reported issues when possible, evaluate findings, and validate corrective actions before closing customer cases.\nApply structured troubleshooting techniques and sound technical judgment when investigating incomplete or ambiguous information.\nCustomer Configuration and Data Integrity\nPerform authorized customer configuration changes involving data routing, recipients, report delivery, account settings, and customer-specific processing options.\nValidate configuration changes and resulting system outputs before case closure to reduce the risk of incorrect, incomplete, duplicated, or misrouted customer data.\nExercise strong attention to detail when handling customer configurations, production-related changes, and business-sensitive information.\nFollow applicable security, privacy, confidentiality, and data-handling requirements when accessing customer information or making production-related changes.\nApply appropriate change discipline and verification procedures to maintain data accuracy and operational reliability.\nIncident Management and Cross-Functional Escalation\nRecognize potential production incidents and escalate issues appropriately based on severity, customer impact, and business risk.\nProvide timely customer updates during incidents and confirm service restoration before concluding the support process.\nCoordinate with Operations, Development, Product Management, Mapping, Implementation, Account Management, and other internal teams to determine appropriate resolution and escalation paths.\nPrepare effective technical escalations that include supporting evidence, business impact, troubleshooting history, and a clearly defined requested action.\nCollaborate with customer IT teams, third-party integration providers, and internal technical resources to resolve complex issues.\nDemonstrate sound judgment when determining whether issues require additional technical expertise, operational intervention, or product-level investigation.\nDocumentation, Knowledge Sharing, and Continuous Improvement\nAccurately document customer interactions, technical investigations, troubleshooting steps, configuration changes, findings, and resolutions within the designated case-management system.\nMaintain clear and consistent case records that support follow-up, escalation, reporting, and knowledge sharing.\nCreate and maintain troubleshooting documentation and share lessons learned from recurring or complex customer issues.\nIdentify patterns in recurring support issues and recommend improvements to monitoring, documentation, technical tooling, and support processes.\nContribute to the development of team knowledge and support capabilities through documentation, collaboration, and the sharing of technical insights.\nContinuously expand knowledge of DTN Energy products, technical integrations, data workflows, and customer business processes.\nWhat You Will Bring to the Position:\nHigh school diploma or equivalent; additional education or relevant technical experience is valued.\nExperience in customer support, technical support, software support, or a related customer-facing position.\nDemonstrated ability to investigate technical or operational problems, organize incomplete information, and identify practical next steps.\nStrong written and verbal communication skills, including the ability to explain technical findings clearly to both technical and nontechnical audiences.\nExcellent organizational skills with the ability to manage multiple active cases, prioritize based on customer and business impact, and maintain accurate follow-up.\nStrong attention to detail when working with customer configurations, data routing, system outputs, and production-related changes.\nAbility to collaborate effectively across Customer Support, Operations, Development, Product Management, Implementation, and Account Management teams.\nAbility to clearly and consistently document work, technical findings, customer interactions, and resolutions in a case-management system.\nCustomer-focused judgment, professionalism, and a commitment to delivering timely, accurate, and effective support.\nTechnical curiosity and the ability to apply structured troubleshooting methods to complex or unfamiliar problems.\nDemonstrated ownership, prioritization, accountability, and follow-through throughout the customer support lifecycle.\nSound judgment regarding data accuracy, confidentiality, security, and production change management.\nAbility to make appropriate escalation decisions and communicate effectively with cross-functional stakeholders.\nStrong documentation, collaboration, and knowledge-sharing skills.\nAbility and willingness to learn complex products, technical systems, and energy-industry workflows.\nWhat Will Make You Stand Out:\nExperience troubleshooting software applications, data workflows, transaction-processing systems, or system integrations.\nFamiliarity with structured data formats and delivery technologies, including CSV, XML, EDI, FTP, and SFTP.\nUnderstanding of file naming conventions, folder structures, and automated data-delivery processes.\nExperience reviewing application or system logs, processing history, delivery records, and structured input or output files.\nExperience reproducing technical issues and validating solutions in testing and production-support environments.\nExperience using Salesforce or another customer case-management platform.\nExperience working directly with customer IT teams or third-party system integration providers.\nExperience within the Energy industry, including familiarity with pricing, terminals, sites, invoices, bills of lading, allocations, suppliers, buyers, or sellers.\nFamiliarity with customer-specific data configurations, transaction workflows, automated reporting, or production support processes.\nExperience identifying recurring technical issues and contributing to improvements in support documentation, monitoring, or troubleshooting practices.\nWhat You Can Expect from DTN:\nCompetitive Salary\nUnlimited PTO\nFlexible working hours\nRemote work model (position dependent)\nCompetitive Medical, Dental and Vision Insurance Plans\n6% 401K matching\nUnlimited access to 13k+ courses via learning platform to support employee career advancement\nEmployee Assistance Program (EAP)\nCompensation:\nThe 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.\n#LI-REMOTE\n#LI-TH1\nAbout DTN:\nDTN 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 insights-empowering customers to expand their margins, accelerate growth, and outpace risk. With more than 1,200 employees globally, DTN serves the companies that feed, fuel, and protect the world.\nAt DTN, we value clarity, trust, and action. We’re 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.\nTrust Built: We earn it. We keep it. We protect it. Our neutrality, precision, and integrity are non-negotiable.\n\nConfidence-Driven: We help customers move with clarity and conviction. We bring the data and operational knowledge leaders need to act.\n\nBuilt for Industry: We speak operations because we come from operations. 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