Advanced Technical Support Specialist US MDT

Patterson-UTI•Houston, TX

22d

About The Position

The Advanced Technical Support Specialist is a senior individual-contributor role within the MDT Technical Support organization. It retains the frontline responsibilities of a Technical Support Specialist while adding advanced software troubleshooting, development, integration, deployment, escalation, and Support engineering work. The role is a technical career progression for Support employees able to operate beyond standard troubleshooting and configuration, and it remains Support-first. The position participates in MDT’s 24/7/365 rotating Support schedule and may be based in Canada or the United States. Employment classification, compensation, benefits, and other employment terms depend on the employee’s country of employment, applicable requirements, and company policies. The specialist provides advanced technical escalation support, handles complex software and system configurations and deployments, and builds or maintains software, scripts, utilities, integrations, and automation for Support needs. The role also supports testing, validation, commissioning, and special projects with Software QA, Engineering, Quality, and Production. It works closely with Software Development and QA while maintaining regular Support responsibilities, documenting advanced solutions, and sharing knowledge with the broader Support team. Success involves strong performance in normal Support operations, resolving advanced issues, reducing unnecessary escalations to core Software Development, delivering reliable configurations and integrations, creating useful Support tools and automation, and transferring knowledge. Project and development activities must not interfere with assigned Support responsibilities.

Requirements

Demonstrated advanced technical support and troubleshooting capability across software, controls, networking, communications, and field systems.
Demonstrated software development or coding capability and ability to understand, modify, test, and support technical solutions.
Ability to independently manage complex integration and deployment requirements from problem definition through configuration, testing, implementation, and documentation.
Ability to work effectively with Software Development, QA, Engineering, and Support teams while maintaining Support operational priorities.
Ability to mentor and assist other Support Specialists through advanced technical issues without formal people-management authority.
Ability to work a 24/7/365 rotating support schedule, including assigned nights, weekends, and holidays.
Technical diploma, degree, certification, or equivalent practical experience in computer science, software development, information technology, electronics, instrumentation, automation, or a related technical field.
Proficiency in one or more relevant programming or scripting languages, such as C#, Python, PowerShell, JavaScript, or comparable technologies.
Working knowledge of APIs, data formats, source control, development workflows, and software testing practices.
Experience with industrial communications, system integration, data interfaces, and advanced software configuration.
Strong understanding of Windows systems, networking, IP communications, services, ports, and remote troubleshooting.

Nice To Haves

Experience with cloud/IoT data flows, databases, source control and development workflows, case-management/contact-center platforms, DAQ or control systems, or industrial technology is highly desirable.

Responsibilities

Perform core Technical Support Specialist responsibilities, including Talkdesk coverage, Salesforce case ownership, remote troubleshooting, customer communication, P1 and P2 case response, and participation in the 24/7/365 Support rotation.
Act as an advanced technical escalation resource and assist Technical Support Specialists with complex controls, software, networking, communications, configuration, and deployment issues.
Design, configure, test, deploy, and troubleshoot advanced MDT software configurations and non-standard field deployments.
Independently set up and operate simulation and test environments for troubleshooting, software and configuration testing, issue reproduction, and validation.
Support Software QA, Engineering, Quality, and Production with specialized testing and documented validation activities requiring advanced software, controls, configuration, or system-level knowledge.
Support assigned special projects, prototype or new-product validation, system commissioning, and advanced Engineering QC activities, following established test requirements and documenting results.
When based at a company facility, provide onsite technical support, training, and knowledge transfer to Production personnel on MDT software setup, configuration, testing, troubleshooting, and commissioning.
Configure and troubleshoot advanced communications, data interfaces, and integrations between MDT products and third-party systems or equipment.
Support advanced software and data integrations across MDT products, customer environments, cloud services, and third-party systems where applicable.
Configure, validate, and support complex or non-standard software deployments, system architectures, and operational configurations.
Write, review, test, and maintain software, scripts, utilities, integrations, or automation used for deployment, diagnostics, troubleshooting, or Support operations.
Use AI-assisted development tools where appropriate and understand, validate, test, document, and support resulting work.
Work with the Software Development Manager and Software QA Manager to follow approved coding, source-control, testing, security, QA, and release practices.
Participate in targeted Strike Team activities involving software bugs, advanced troubleshooting, reproduction, testing, configuration, limited development, and deployment validation.
Work with Azure DevOps work items when assigned or required by the Support/Software workflow, providing technical evidence and maintaining appropriate updates.
Identify repetitive Support activities that can be simplified or automated and develop reusable Support tools, diagnostic utilities, configuration aids, or processes.
Document advanced solutions and transfer knowledge to the broader Support team.
Help distinguish configuration, deployment, environment, hardware, communications, and software defect issues before escalation to core Software Development.