Solution Support Engineer

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.  

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.

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

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