The Irth team is seeking a Technical Support Engineer to drive reliability by resolving critical support issues for pipeline operations, focusing on cutting-edge data management and data analytics technology in the Oil & Gas industry.

This is a Full-time, Hybrid/Remote position with the organization based in Columbus, Ohio. The role may require working flexible hours and participation in an on-call rotation (weeklong rotation).

Role Summary and Technical Mandate

The ideal candidate has significant experience with pipeline integrity data systems and will be responsible for providing advanced technical support, troubleshooting complex software problems, and ensuring minimal disruption to customer operations. This role requires expertise in SQL database management and familiarity with specialized industry data.

Key Responsibilities:

• Advanced Technical Support: Respond to and resolve customer issues via phone, email, or conference calls; troubleshoot and diagnose complex software problems; provide solutions and workarounds; and escalate unresolved issues to specialized teams.
• Database & Data Analysis: Utilize SQL database knowledge for writing queries, troubleshooting, data analysis, performance issues, and understanding/interpreting data.
• Documentation & Training: Develop and maintain technical documentation and user guides; create and maintain knowledge base content; and train and mentor other technical support staff.
• Collaboration: Work closely with other support staff, IT teams, and Development/QA teams to resolve complex issues and improve product quality.
• Customer Engagement: Maintain clear and effective communication with customer engineers and senior management, providing timely updates and documenting interactions in the ticket management system.

Required Experience and Technical Qualifications

The candidate must possess 3-5 years of technical support experience with a strong foundation in SQL database technologies and familiarity with the unique data systems used in pipeline integrity management.

• Experience (Mandatory):
  • 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 modeling and analysis of these datasets.
• Technical Skills:
  • 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.
  • Proficiency in operating systems (Windows, macOS, Linux).
  • Experience with tools like Azure DevOps and Ticket management systems.
• Bonus Points: Experience with Azure Application Insights logs, interpreting Exception messages from .NET Framework, and stack traces.
• Soft Skills: Strong problem-solving and analytical skills; excellent communication and interpersonal skills.