Technical Support Specialist

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.