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Technical Support Engineer

Technical Support Engineer

IrthColumbus, OH, US
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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

  • 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

  • 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

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    Technical Support Engineer • Columbus, OH, US