Technical Support Engineer

Irth Solutions

full-time

Posted on: 10/4/2025

Location Type: Hybrid

Location: Columbus • Ohio • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureLinuxMacOSOracleSQL

About the role

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.
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.
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.
Train and mentor other technical support staff.
Share knowledge and best practices with the support team to enhance overall technical expertise.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred
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
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.
Strong problem-solving and analytical skills.
Excellent communication and interpersonal skills.
Ability to work independently and collaboratively within a team.

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

troubleshootingtechnical supportSQLdatabase technologiesWindowsmacOSLinuxdata analysisperformance optimizationpipeline integrity

Soft skills

problem-solvinganalytical skillscommunicationinterpersonal skillscollaborationindependencementoringcontinuous improvementcustomer servicedocumentation