Technical Support Specialist

Job Description

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