Product Support Representative at TransCore in Remote

Summary: TransCore is a subsidiary of ST Engineering seeking a Technical/Product Support Representative to enhance their Software Operations & Maintenance team. The role involves providing high-quality support for high-speed tolling systems, ensuring system performance, and facilitating timely issue resolution through effective communication and collaboration with cross-functional teams. Responsibilities: - Monitoring incoming work orders and customer emails, performing initial triage, and ensuring timely acknowledgement, prioritization, and routing - Conducting initial troubleshooting to gather details, assess severity, and determine appropriate next steps - Providing clear, timely, and consistent communication to customers and internal teams, ensuring all updates are Clear, Concise, Complete, and Consistent - Coordinating with cross‑functional teams (development, database, networking, infrastructure, and lane side technicians) to drive issues toward resolution in alignment with KPI expectations - Monitoring mission‑critical production systems to identify performance anomalies or failures and escalating when appropriate - Performing daily operational checks, including data validation, lane performance review, video review, and anomaly reporting - Maintaining documentation, workflows, and automation tools to support operational efficiency and continuous improvement Required Qualifications: - Associates degree (A.A.) or equivalent from two-year college in a computer related or technical field, or equivalent combination of education and experience - Collaborative mindset with a strong desire to work within a team dedicated to delivering excellent customer support - Strong written and verbal communication skills, with the ability to explain technical issues clearly and simply - Professional, calm, and solutions‑oriented approach, especially in high‑pressure environments - Excellent organizational skills with strong attention to detail - Analytical thinker with proven problem‑solving and documentation abilities - Ability to work effectively across cross‑functional teams and departments - Customer‑first attitude with enthusiasm for resolving issues efficiently and thoroughly - Ability to document, analyze, and troubleshoot system or application errors - Understanding of networking fundamentals and basic troubleshooting practices - Ability to run SQL queries to support troubleshooting, data analysis, and issue resolution - Experience with Microsoft Word and Excel - Demonstrated commitment to owning responsibilities, developing expertise, and growing within a role over time - Experience supporting 24×7 mission‑critical or high‑availability environment - Experience working in Linux environments - Familiarity with scripting languages such as Python and/or Bash Required Skills: SQL queries, Linux environments, Networking fundamentals Important Skills: Technical troubleshooting, Analytical skills Nice-to-Have Skills: Customer support, Scripting languages, Microsoft Word, Microsoft Excel