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Technical Support Engineer at Irth Solutions. 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. . This is a remote position*. 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. .  . Company Location: United States.