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Role Description

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

• 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.

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.

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.