Technical Support Engineer

Join our team to drive reliability by resolving critical support issues for pipeline operations.

We are looking to fill a full-time hybrid Technical Support Engineer. Working as part of the Irth team on cutting-edge data management and data analytics technology, the successful candidate will collaborate with our engineers and customers in our mission to deliver best in class solutions for the oil & gas industry.

The ideal candidate has significant experience with pipeline integrity data systems such as Inline Inspection (ILI), PODS and other GIS platforms (APDM, UPDM), corrosion & CP databases, field NDE data, and in-house integrity data management systems. If you have experience working in analysis of pipeline integrity datasets, we would like to hear from you.

This is a remote position*

Requirements

Responsibilities

Advanced Technical Support:

• Respond to and resolve customer inquiries and technical issues via phone, email, or conference calls.

• Troubleshoot and diagnose complex software problems.

• Provide solutions and workarounds for technical issues, ensuring minimal disruption to customer operations.

• Escalate unresolved issues to higher-level support or specialized teams when necessary.

Customer Engagement and Communication:

• Maintain clear and effective communication with customers to understand their technical needs and issues.

• Provide timely updates and follow-ups to customers regarding the status of their issues.

• Document customer interactions, issues, and resolutions for future reference.

• Develop and maintain technical documentation and user guides.

Collaboration and Team Support:

• Work closely with other technical support engineers and IT teams to resolve complex issues.

• Collaborate with development and QA teams to identify and resolve software bugs and improve product quality.

• Participate in team meetings and contribute to the continuous improvement of support processes and procedures.

Training and Knowledge Sharing:

• Train and mentor other technical support staff.

• Share knowledge and best practices with the support team to enhance overall technical expertise.

Qualifications

Education:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred

Experience:

• Minimum of 3-5 years of experience in technical support, IT support, or a pipeline integrity technical support related role, with experience engaging with customer engineers and senior management.

• Experience in troubleshooting and resolving complex technical issues.

• Familiarity with ILI data, PODS, and related pipeline integrity data as well as the challenges inherent in modelling and analysis of these datasets

• Familiarity with pipeline integrity business processes is preferred

Technical Skills:

• Proficiency in operating systems (Windows, macOS, Linux).

• SQL database knowledge – writing queries, troubleshooting, data analysis, performance issues, understanding & interpreting data, etc.

• Significant experience with database technologies such as SQL Server / Azure SQL, Oracle, stored procedures, indexing strategy and performance optimization

• Experience with tools like Azure DevOps and Ticket management systems

• In-depth knowledge of software applications.

• Experience with remote support tools and help desk software.

• Bonus: Experience with Azure Application Insights logs, interpreting Exception messages from .NET Framework, stack traces

Soft Skills:

• Strong problem-solving and analytical skills.

• Excellent communication and interpersonal skills.

• Ability to work independently and collaboratively within a team.

Physical Requirements/ Working Conditions:

• Ability to sit at a desk and computer screen 90% of the shift and answer/talk on the phone. Willingness to work flexible hours, including evenings and weekends, if required ability to work On Call rotation (weeklong rotation)

• May require working under pressure during system outages or critical issues.

Benefits

• Join a dynamic, growing company that is well respected in its industry.
• Competitive salary
• Health plans options including medical, dental, & vision
• 401k (US), RSP (Canada) + company match
• Flexible PTO policy plus company-paid holidays 
• Benefits options such as health insurance, life insurance, discounts and perks programs
• Generous “work from home” stipend to get you started
• Team events including monthly lunches for everyone, volunteer outings, and quarterly gatherings
• Hybrid employees have access to snacks, beverages and coffee at our Columbus, Ohio office