Support Expert - Measurement (Hybrid Work Schedule)

Quorum Software•Houston, TX

5d•Hybrid

About The Position

As a Support Expert focused on Quorum FLO, you will serve as a senior functional and technical subject matter expert within a global support organization. You will independently resolve complex FLOWCAL and measurement issues, lead customer escalations and working sessions, strengthen team knowledge, and partner across Support, Product, Engineering, Customer Success, and Cloud teams to improve customer outcomes. This role requires deep hands-on expertise with Quorum Software's FLOWCAL application and a strong understanding of Oil & Gas measurement operations and business processes. Success in this role also requires strong professional judgment and the ability to build trust with customers and colleagues through clear, timely, and professional communication.

Requirements

Demonstrated expertise with Quorum Software's FLOWCAL application and a track record of applying that knowledge to support complex Oil & Gas measurement operations, workflows, and business processes.
5+ years of Oil & Gas Measurement experience, including 3+ years of hands-on experience with Quorum Software's FLOWCAL application, demonstrating advanced functional and technical expertise across measurement processes and workflows.
Deep knowledge of Oil & Gas Measurement principles and practices, including gas and/or liquid measurement, volumetric processing, meter configurations, quality data management, balancing, allocations, and applicable industry standards.
Advanced FLOWCAL expertise, including application configuration, measurement workflows, data processing, validation and editing, exception management, reporting, and troubleshooting of complex measurement scenarios.
Demonstrated ability to diagnose and resolve complex FLOWCAL and measurement-related issues through structured troubleshooting, data analysis, and root-cause investigation, including the ability to distinguish between application, configuration, integration, calculation, and business-process concerns.
Strong understanding of the end-to-end measurement data lifecycle, including field data collection and imports, validation, calculation, editing, balancing, allocation, reporting, and integration with accounting, production, commercial, and other enterprise systems.
Ability to serve as a senior functional and technical SME for FLOWCAL and Oil & Gas Measurement, leading complex customer investigations, providing expert guidance, mentoring team members, and helping customers navigate complex measurement challenges.
Strong interpersonal, communication, and relationship-management skills with the ability to build credibility with customers, colleagues, and cross-functional stakeholders.
Experience creating knowledge content, delivering training, and mentoring team members to strengthen organizational capability and customer outcomes.
Ability to work effectively within global, multicultural, and cross-functional teams while maintaining accountability in a fast-paced, customer-focused environment.
Proficiency with Microsoft Office applications and related business productivity tools.

Nice To Haves

Bachelor's degree in Engineering, Computer Science, Information Technology, Accounting, Energy Management, or a related field, or an equivalent combination of education and relevant experience.
Experience supporting, implementing, or administering enterprise measurement, production, or energy software solutions in a customer-facing environment.
Experience with SQL, data analysis, and enterprise troubleshooting methodologies.
Experience with IT Service Management and work management platforms such as Salesforce Service Cloud, ServiceNow, Jira, Azure DevOps, or similar tools.
Experience leveraging AI-enabled or automation tools to improve productivity, knowledge management, analytical workflows, or customer outcomes is a plus.

Responsibilities

Own complex FLOWCAL customer issues across the full case lifecycle, using structured troubleshooting, data analysis, and root-cause investigation to deliver effective resolution guidance and meet applicable service-level objectives.
Serve as a senior functional and technical SME for FLOWCAL and Oil & Gas Measurement, providing expert guidance on configurations, workflows, calculations, customer use cases, and the end-to-end measurement data lifecycle.
Lead customer working sessions, escalation calls, and emergency response plans; align stakeholders on actions, owners, and timelines; and ensure commitments are completed.
Exercise sound judgment in customer and internal communications by setting clear expectations, providing timely updates, proactively communicating risks, and keeping stakeholders informed throughout an issue or escalation.
Collaborate with Product, Engineering, Customer Success, Cloud, and other teams to resolve complex issues, communicate recurring trends, support release testing, and improve product supportability.
Assess case complexity, help route work appropriately, and provide SME guidance on difficult assignments, backlog priorities, and high-risk functionality.
Create and improve knowledge content, lead knowledge-sharing sessions, identify training needs, mentor team members, and translate technical measurement concepts into clear customer and business recommendations.
Promote adherence to support practices and continuous improvement; use AI-enabled and analytical tools responsibly; provide backup Team Lead and scheduled after-hours coverage as needed.
Perform other duties as assigned.