Technical Support Specialist
PipeTech Software, Grand Rapids, MI, United States
What You’ll Do
Provide Responsive Customer Support. Respond to customer questions and technical issues by phone and email. Help users troubleshoot problems, understand workflows, and keep their work moving.
Troubleshoot Software, Hardware, and Field Issues. Support customers using PipeTech’s desktop and cloud-based products, including issues related to Windows drivers, USB devices, video capture, file systems, file sync/connectivity, and interfaces with inspection equipment. Diagnose issues, gather clear details, reproduce problems when possible, and escape internally when needed.
Represent PipeTech Well. Every support interaction is part of the customer experience. Communicate clearly, professionally, and patiently with customers who may be working under real operational pressure.
Document and Improve Support Resources. Create organized support tickets with accurate notes, screenshots, steps taken, and next actions. Help maintain customer-facing and internal documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Learn the Industry and Collaborate with the Team. Develop a strong understanding of pipeline inspection workflows, customer terminology, inspection standards, and how PipeTech is used in the field and office. Work closely with customer operations, product, and development teams to identify recurring issues and improve the customer experience.
Travel for Training and Team Meetings. Travel periodically to our Michigan office for hands‑on training, product learning, team meetings, and exposure to the equipment and workflows our customers use every day.
What We’re Looking For
2+ Years of Technical Support Experience. Experience providing phone, email, or remote support for software, hardware, or technical products.
Strong Communication Skills. Clear spoken and written English is required. You should be able to explain technical concepts patiently and professionally to users with varying levels of technical ability.
Troubleshooting Mindset. You are curious, methodical, and persistent. You can ask good questions, isolate variables, and work through unfamiliar problems without getting overwhelmed.
Windows and Technical Comfort. Experience troubleshooting Windows applications, file systems, drivers, permissions, connected devices, networking basics, or similar issues.
Customer-First Attitude. You are calm under pressure, helpful, and respectful. You understand that customers may be working under pressure and need someone who can take ownership of the issue.
Organized and Reliable. You keep good notes, follow through on open issues, and make sure nothing gets lost.
Willingness to Learn a Specialized Industry. You do not need pipeline inspection experience, but you must be willing to learn our customers’ workflows, terminology, equipment, and standards. Experience in our industry would be a strong advantage.
Location Flexibility. This is a U.S.-based role, and remote candidates are welcome to apply. Candidates interested in working from our Michigan office are especially encouraged. You should have a reliable work setup, strong internet connection, and the ability to work productively with a distributed team.
Nice to Have
Pipeline Inspection or Infrastructure Experience. Experience in pipeline inspection, rehab, utilities, construction, municipal services, infrastructure, or field operations.
Desktop Software Support Experience. Experience supporting Windows-based desktop software, especially software used in field or operational environments.
Hardware-Connected Software Experience. Familiarity with CCTV cameras, computer video, USB devices, or other hardware-connected software.
GIS or Asset Management Software Experience. Familiarity with ESRI GIS, asset management software, or related systems used by municipalities, utilities, or engineering firms.
Support Tools Experience. Experience with remote support tools, CRM systems, and support ticketing platforms.
Compensation and Benefits
PipeTech offers competitive compensation based on experience. Benefits include a 401(k) with employer contribution, full health care coverage, and a company-provided cell phone and service plan.
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Provide Responsive Customer Support. Respond to customer questions and technical issues by phone and email. Help users troubleshoot problems, understand workflows, and keep their work moving.
Troubleshoot Software, Hardware, and Field Issues. Support customers using PipeTech’s desktop and cloud-based products, including issues related to Windows drivers, USB devices, video capture, file systems, file sync/connectivity, and interfaces with inspection equipment. Diagnose issues, gather clear details, reproduce problems when possible, and escape internally when needed.
Represent PipeTech Well. Every support interaction is part of the customer experience. Communicate clearly, professionally, and patiently with customers who may be working under real operational pressure.
Document and Improve Support Resources. Create organized support tickets with accurate notes, screenshots, steps taken, and next actions. Help maintain customer-facing and internal documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Learn the Industry and Collaborate with the Team. Develop a strong understanding of pipeline inspection workflows, customer terminology, inspection standards, and how PipeTech is used in the field and office. Work closely with customer operations, product, and development teams to identify recurring issues and improve the customer experience.
Travel for Training and Team Meetings. Travel periodically to our Michigan office for hands‑on training, product learning, team meetings, and exposure to the equipment and workflows our customers use every day.
What We’re Looking For
2+ Years of Technical Support Experience. Experience providing phone, email, or remote support for software, hardware, or technical products.
Strong Communication Skills. Clear spoken and written English is required. You should be able to explain technical concepts patiently and professionally to users with varying levels of technical ability.
Troubleshooting Mindset. You are curious, methodical, and persistent. You can ask good questions, isolate variables, and work through unfamiliar problems without getting overwhelmed.
Windows and Technical Comfort. Experience troubleshooting Windows applications, file systems, drivers, permissions, connected devices, networking basics, or similar issues.
Customer-First Attitude. You are calm under pressure, helpful, and respectful. You understand that customers may be working under pressure and need someone who can take ownership of the issue.
Organized and Reliable. You keep good notes, follow through on open issues, and make sure nothing gets lost.
Willingness to Learn a Specialized Industry. You do not need pipeline inspection experience, but you must be willing to learn our customers’ workflows, terminology, equipment, and standards. Experience in our industry would be a strong advantage.
Location Flexibility. This is a U.S.-based role, and remote candidates are welcome to apply. Candidates interested in working from our Michigan office are especially encouraged. You should have a reliable work setup, strong internet connection, and the ability to work productively with a distributed team.
Nice to Have
Pipeline Inspection or Infrastructure Experience. Experience in pipeline inspection, rehab, utilities, construction, municipal services, infrastructure, or field operations.
Desktop Software Support Experience. Experience supporting Windows-based desktop software, especially software used in field or operational environments.
Hardware-Connected Software Experience. Familiarity with CCTV cameras, computer video, USB devices, or other hardware-connected software.
GIS or Asset Management Software Experience. Familiarity with ESRI GIS, asset management software, or related systems used by municipalities, utilities, or engineering firms.
Support Tools Experience. Experience with remote support tools, CRM systems, and support ticketing platforms.
Compensation and Benefits
PipeTech offers competitive compensation based on experience. Benefits include a 401(k) with employer contribution, full health care coverage, and a company-provided cell phone and service plan.
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