Technical Support Engineer

Description

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.

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