Technical Support Specialist – Software
Role Overview
Early-career Technical Support Specialist role supporting Mobiltex software and, as needed, hardware products for energy and water customers.
The position combines customer support and training with coordination across service, engineering, sales, and product teams.
The role is described as a pathway toward senior support or implementation work.
Key Skills for This Role
Full Job Posting
About Mobiltex
Mobiltex is an IIoT and software company providing remote monitoring and software solutions for pipeline health, gas pressure management, and water network optimization.
Its customers include midstream and downstream energy operators and water utilities.
Role summary
Early-career Technical Support Specialist role supporting Mobiltex software and, as needed, hardware products for energy and water customers.
The position combines customer support and training with coordination across service, engineering, sales, and product teams.
The role is described as a pathway toward senior support or implementation work.
Key responsibilities
- Support CorInsights, FloInsights, Osprey, future software products, and hardware products including CorTalk and FloPath as needed.
- Respond to support tickets, communicate technical issues clearly, and help customers use products successfully.
- Troubleshoot issues, identify causes and solutions, and escalate complex or high-impact cases.
- Collaborate with product, development, and QA teams to investigate bugs and improve software.
- Monitor performance metrics and service levels; follow and improve documentation, knowledge bases, and support protocols.
- Attend customer meetings or presentations as needed and provide occasional after-hours or on-call support.
- Use phone, email, and ticketing systems to communicate with customers and track resolutions and defects.
- Travel 5% or less for customer meetings, team meetings, and industry events.
Qualifications
- 2–4 years of experience in software customer support or service technician roles.
- A bachelor's degree, diploma, AMPP CP1 or CP2 certification, related certification, or equivalent relevant experience.
- Strong written and verbal communication, including explaining technical concepts to non-technical audiences.
- Experience with phone or email support, remote work environments or teams, ticketing systems, remote desktop tools, and diagnostic utilities.
- Troubleshooting skills and knowledge of SaaS platforms, APIs, and database technologies.
- Knowledge of or willingness to use and promote knowledge bases and AI tools such as Claude and Copilot.
Tools and products
- Examples of support tools include Salesforce, Teams, Slack, Jira, and Confluence.
- AI tools may be used to draft case responses, summarize ticket threads, search knowledge bases, and prepare draft articles for peer review.
Work arrangement
- The posting lists Calgary, with remote candidates considered, and describes the position as hybrid remote in Calgary.
- For Calgary-based hires, the first three months involve more office-based training, followed by a hybrid mix of office and home days.
- Occasional on-site customer engagement is possible; periodic travel is expected.
Compensation and benefits
- Compensation includes a base salary and performance incentives; no amount or pay cadence is stated.
- The employer describes hybrid flexibility and a growth path as the company scales.
Employment
Job type is full-time and permanent.
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