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.
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.
- 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
