Technical Support Specialist

NOV Inc.•Conroe, TX

58d

About The Position

Key Responsibilities Provide technical support for CTES 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 CTES 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. Perform other duties as assigned. Desired Qualifications 2+ years of experience in a technical role involving the use, testing, or support of software applications. 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. Excellent communication skills and professionalism in dealing with customers and internal stakeholders. Proven ability to define client issues and leverage internal and external resources to resolve problems. Fluent in English (both written and spoken). 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.

Requirements

2+ years of experience in a technical role involving the use, testing, or support of software applications.
Strong analytical and problem-solving skills, with attention to detail and the ability to multitask effectively.
Excellent communication skills and professionalism in dealing with customers and internal stakeholders.
Proven ability to define client issues and leverage internal and external resources to resolve problems.
Fluent in English (both written and spoken).
Proficient in general computer use with solid knowledge of Windows operating systems.
Familiarity with remote support tools (Bomgar preferred) and issue tracking systems.

Nice To Haves

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.
Basic programming, networking, or electronics troubleshooting skills are an advantage.

Responsibilities

Provide technical support for CTES 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 CTES 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.
Perform other duties as assigned.