Irth Solutions

Technical Support Engineer

Irth Solutions

full-time

Posted on:

Location Type: Remote

Location: Ohio • United States

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Tech Stack

AzureLinuxMacOS.NETOracleSQL

About the role

  • Join our team to drive reliability by resolving critical support issues for pipeline operations.
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
pipeline integrity data systemsInline Inspection (ILI)PODSGIS platformscorrosion databasesCP databasesNDE dataSQLdatabase technologiesAzure SQL
Soft Skills
problem-solvinganalytical skillscommunication skillsinterpersonal skillsindependent workcollaborative workcustomer engagementtechnical documentationmentoringcontinuous improvement