Technical Support Engineer jobs in Calgary, AB

About Mobiltex

Mobiltex is an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries delivering critical services. Individual solutions target corrosion prevention, gas pressure management, and water network optimization, primarily serving midstream and downstream energy operators, and water utilities.

Mobiltex is a high-growth company in an active phase of product and organizational scaling, with potential for M&A, as well as a growing international footprint. This is an environment that rewards people who can build structure where it doesn’t yet exist, and drive commercial output as the organization scales.

Role Summary

The Technical Support Specialist – Software is a frontline role responsible for delivering technical support and training, while serving as a critical link between the customers and service, engineering, sales, and product teams. It combines software support expertise with customer engagement to support deployment, adoption, and ongoing performance of IoT solutions across our energy and water verticals.

This is an early-career role in the support team, reporting to the Support Manager. It's a strong entry point for someone with technical skills who enjoys working with people to build product and troubleshooting expertise and grow into a senior support or implementation role over time. The primary focus will be support of Mobiltex software and will include some support of Mobiltex hardware devices. This position is also a great fit for corrosion/CP field professionals looking to move into support, or for IT helpdesk, telecom, electronics, or customer service people with strong technical curiosity; we'll train the domain side either way.

Key Responsibilities

• Provide technical support across the software portfolio: primarily CorInsights, and also FloInsights, Osprey, and future products. Secondarily, provide hardware support as needed for CorTalk, FloPath, and future products.
• Respond to support tickets with a focus on responsiveness, clarity, and resolution quality.
• Communicate clearly with customers, translating technical issues into understandable terms and helping customers use our products successfully.
• Diagnose problems methodically and identify root causes, workarounds, and solutions.
• Escalate complex or high-impact issues to senior support, management, sales, or engineering.
• Collaborate cross-functionally with the product, development, and QA teams as needed to investigate bugs and contribute to ongoing software improvements.
• Monitor key performance metrics and service levels to ensure you consistently meet or exceed personal targets and company targets.
• Utilize and continuously improve internal documentation, knowledge bases, and support protocols by following Mobiltex standards for formatting, creation, and peer review.
• Participate in customer meetings or presentations when needed to resolve high-stakes support issues or build customer confidence.
• Provide occasional after-hours or on-call support for critical or high-impact issues.
• Minimal travel (5% or less) for customer meetings, team meetings, and industry events.

How You'll Work

You will use phone, email, and ticketing systems to communicate with customers and track resolutions and defects internally. There will be occasional opportunities for on-site customer engagement. Strong verbal and written communication skills are fundamental to success.

You'll learn and use AI tools like Claude and Copilot alongside standard support tools to work faster and more consistently: drafting case responses, summarizing ticket threads before escalation, searching the knowledge base for similar issues, and generating first-draft articles from resolved cases for peer review and publishing.

If you are based in Calgary, your first three months will have more office-based work to get hands-on training and learn alongside the team. After that, you'll work a hybrid mix of office and home days.

Qualifications

• 2–4 years of experience in software customer support or service technician roles.
• A bachelor's degree, diploma, AMPP CP1 or CP2 certification, certification in a related field, or equivalent experience in pipeline monitoring, industrial software, or related fields.
• Excellent written and verbal communication skills with the ability to convey technical concepts to non-technical audiences.
• Experience providing phone or email support to customers in a remote work environment and/or with remote teams.
• Experience with support ticketing systems, remote desktop tools, and diagnostic utilities (Salesforce, Teams, Slack, Jira, Confluence).
• Troubleshooting skills with knowledge of SaaS platforms, APIs, and database technologies.
• Knowledge of and/or willingness to use, create, and promote knowledge bases and AI tools (Claude, Copilot).

Location: Calgary; Remote considered

What Mobiltex Offers

• A role in a company actively reshaping how critical infrastructure is monitored and managed.
• Direct access to senior leadership and meaningful influence over commercial messaging and market presence.
• A function with clear scope and a defined growth path as Mobiltex scales – with senior leadership visibility from day one.
• Competitive compensation including base salary and performance incentives.
• Hybrid flexibility with periodic travel to trade shows, team meetings and customer events.

Mobiltex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to mental or physical disabilities, family status, marital status, sex or gender, sexual orientation, pregnancy, age, religion or creed, nationality or citizenship, national or ethnic place of origin, ancestry, or race or color.

Job Types: Full-time, Permanent

Application question(s):

• Have you used tools such as Jira, Salesforce, ServiceNow, Zendesk, Freshdesk, or a similar ticketing/CRM platform to manage technical support cases? Yes or No
• Have you worked directly with a software development, QA, or product team to investigate and resolve a customer-reported software defect? Yes or No
• Do you have at least 2 years of hands-on experience providing technical support for a software application, SaaS platform, or software-enabled product?

Work Location: Hybrid remote in Calgary, AB