Product Support Representative

TransCore (TRN), a subsidiary of ST Engineering, is seeking a talented Technical/Product Support Representative to join our team.

Summary
The Technical/Product Support Representative is a key member of TransCore’s Software Operations & Maintenance team and plays a critical role in supporting the reliability and performance of our high‑speed tolling systems. This position requires strong analytical skills, clear communication, and a commitment to operational excellence.

You will develop advanced technical expertise in TransCore’s software platforms and lane side systems while providing responsive, high‑quality support to both internal teams and our customers. This role is essential in ensuring continuous system performance and timely issue resolution.

Essential Duties and Responsibilities
Include the following. Other duties may be assigned.

• 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.

Requirements and Qualifications 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

• 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.

Salary Range: $26 to $30 hourly, based upon experience.

Physical Demands/Work Environment 

This is a remote position within the United States, supporting West Coast operations (Pacific Time). California based preferred. May require occasional early morning hours or on‑call availability consistent with supporting mission‑critical systems.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  
 

While performing the duties of this job, the employee is regularly required to sit for extended periods of time. Requires frequent use of keyboard and mouse, must be able to wear a headset for prolonged periods. The noise level in the work environment is usually moderate.            

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.