Solution Support Engineer

Company Description

IPT Global is a well integrity software and advisory services company dedicated to working closely with clients to establish and continuously improve the safest and most efficient well integrity operations possible. We nurture a collaborative and innovative work culture.

Job Description

Client Enablement & Performance Focus

- Monitor client usage and performance trends to identify gaps, inefficiencies, or opportunities for improvement.

- Deliver virtual and in-person client training on IPT platforms and operational workflows.

- Create and maintain onboarding materials, reference guides, and FAQs to support user success.

- Serve as a product expert during training engagements, particularly SureTec and other IPT tools.

- Own and manage the user access process, including approvals and lifecycle management of user accounts.

Product Pilots & Feedback

- Support pilots and early-stage deployments by coordinating logistics, monitoring usage, and collecting structured feedback.

- Collaborate with Product and Engineering teams to relay findings from the field and advocate for iterative improvements.

- Participate in pre-deployment feature testing to ensure readiness and usability in operational contexts.

Software Deployment & Release Support

- Coordinate release rollouts and software updates with field engineers to minimize operational disruption.

- Validate the performance and stability of newly deployed software in real-world field environments.

- Collect and document structured field feedback regarding functionality and performance.

Knowledge Sharing & Continuous Improvement

- Document recurring issues, resolution steps, and best practices. Develop processes and procedures where necessary.

- Contribute to after-action reviews and internal debriefs to support operational learning and service improvement.

- Analyze support trends and operational metrics to identify process or product improvement opportunities.

Real-Time Technical Support

- Provide Tier 2 IT and Software support including escalated environment troubleshooting.

- Interface between Operations and Software Development teams to ensure resolution.

- Monitor live job activity and proactively flag anomalies or issues before they impact operations.

All other duties assigned.

Qualifications

Requirements

- Bachelor’s degree in Engineering, Computer Science, or equivalent from accredited university.

- Demonstrated experience in product engineering or client-facing technical support roles.

- Proven problem-solving skills and ability to perform quantitative analysis.

- Excellent verbal, written communication and presentation skills.

- Sound knowledge of IPT software or other equivalent work experience

- 12-hour shifts on a 14/14 rotation in Houston, TX, including nights and weekends

Additional Information

All your information will be kept confidential according to EEO guidelines.