Technical Support Specialist

RIG Technologies; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

RIG Technologies is seeking a Technical Support Specialist to provide expert help for DCS software and related systems. You will engage with customers via phone, email, or remote sessions, diagnose issues, and coordinate with engineering to deliver timely resolutions.

You will document problems, collect trigger information for root cause analysis, and contribute to knowledge base updates. Willingness to travel domestically and internationally is required, with on-call duties as assigned.

Qualifications

• 2+ years in a technical role supporting software applications.
• Fluent in English, written and spoken.
• Excellent communication and professionalism with customers and internal stakeholders.
• Experience with monitoring/logging tools such as Datadog is a plus.
• Windows OS proficiency and general computer use.
• Familiarity with remote support tools (Bomgar) and ticketing systems.

Responsibilities

• Provide technical support for DCS software via phone, email, or remote sessions.
• Document product issues, troubleshooting steps, and resolutions in the NOV DCS issue tracking system.
• Collaborate with development and engineering teams to reproduce and diagnose product issues.
• Collect information to support root cause analysis.
• Track progress and closure of customer issues; document workarounds or fixes.
• Prepare internal/external documentation describing troubleshooting procedures.
• Deliver customer feedback to product and development teams to drive improvement.
• Use Bomgar and Datadog for remote troubleshooting and monitoring.
• Travel to customer sites domestically and internationally for on-site support or training.
• Participate in rotating on-call schedule including overnight/weekend coverage.
• Adhere to NOV HSE policies and wear PPE.

Skills

Technical problem solving

Customer service

Communication skills

Analytical thinking

Multitasking

Tools

Bomgar

Datadog

NOV DCS issue tracking

Job description

We are building on that legacy to modernize and advance our solutions to provide new capabilities, seamless interoperability, and unprecedented access to data on the job site, in the office, and via mobile technologies to give our completions customers a distinct competitive edge. Our portfolio expansion and continued success has generated a need for a Technical Support Specialist for our organization.

Qualifications

• 2+ years of experience in a technical role involving the use, testing, or support of software applications.
• Fluent in English (both written and spoken).
• Excellent communication skills and professionalism in dealing with customers and internal stakeholders.
• 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.
• Proven ability to define client issues and leverage internal and external resources to resolve problems.
• 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.

Responsibilities

• Provide technical support for DCS 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 DCS 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.
• Participate in a rotating on-call schedule includes overnight / weekend coverage when on call.
• Perform other duties as assigned.