Technical Support Specialist

Job Description

We are building on that legacy to modernize and advance our solutions to provide new capabilities, seamless interoperability, and unprecedented access to data on the job site, in the office, and via mobile technologies to give our completions customers a distinct competitive edge. Our portfolio expansion and continued success has generated a need for a Technical Support Specialist for our organization.

Responsibilities

• Provide technical support for DCS software products via phone, email, or remote session.
• Assist with managing customer expectations and ensure timely resolution of technical issues.
• Accurately document product issues, troubleshooting steps, and resolutions in the NOV DCS issue tracking system.
• Work with customers to fully characterize software and operational issues, collecting relevant information to support root cause analysis.
• Collaborate with development and engineering teams to reproduce and diagnose product issues, providing detailed feedback to facilitate resolution.
• Track the progress and closure of customer issues and document any workarounds or permanent fixes.
• Prepare internal and external documentation to describe procedures for resolving technical challenges, as needed.
• Deliver customer feedback to product and development teams to support continuous improvement of software and service quality.
• Utilize tools such as Bomgar for remote troubleshooting and Datadog for system monitoring and escalation to engineering support.
• Participate in the continuous improvement process by tracking, categorizing, and reporting trends in customer issues.
• Travel to customer sites, both domestically and internationally, to provide on-site support or training as required.
• Adhere to all NOV HSE policies, utilize appropriate PPE, and actively participate in monthly safety meetings.
• Participate in a rotating on-call schedule includes overnight / weekend coverage when on call.
• Perform other duties as assigned.
  
  

Qualifications

• 2+ years of experience in a technical role involving the use, testing, or support of software applications.
• Fluent in English (both written and spoken).
• Excellent communication skills and professionalism in dealing with customers and internal stakeholders.
• Well intervention and completions operational experience (coiled tubing, wireline, fracturing, etc.) is a strong asset.
• Experience with monitoring and logging tools (e.g., Datadog) a plus.
• Strong analytical and problem-solving skills, with attention to detail and the ability to multitask effectively.
• Proven ability to define client issues and leverage internal and external resources to resolve problems.
• Proficient in general computer use with solid knowledge of Windows operating systems.
• Basic programming, networking, or electronics troubleshooting skills are an advantage.
• Familiarity with remote support tools (Bomgar preferred) and issue tracking systems.