Technical Support Engineer

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 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 Familiarity with challenges 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 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 Experience with Azure Application Insights logs, interpreting Exception messages from .NET Framework, stack traces (bonus) Strong problem-solving and analytical skills Excellent communication and interpersonal skills Ability to work independently and collaboratively

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. Escalate unresolved issues to higher-level support or specialized teams. Maintain clear and effective communication with customers. Provide timely updates and follow-ups to customers. Document customer interactions, issues, and resolutions. Develop and maintain technical documentation and user guides. Work closely with other technical support engineers and IT teams. Collaborate with development and QA teams. Participate in team meetings and contribute to process improvement. Train and mentor other technical support staff. Share knowledge and best practices with the support team.