Software Support & Sustaining Engineer

hpinc; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Helmerich and Payne in Tulsa, OK is seeking a Software Support & Sustaining Engineer to act as the primary technical liaison between customers and internal teams. You will support production software applications, troubleshoot issues, reproduce defects, identify root causes, and drive resolution.

You will collaborate with Remote Operations Centers and product teams to ensure reliability, performance, and customer value while contributing to test automation and UAT.

Responsibilities

• Serve as the first point of contact for customer-reported incidents, defects, and enhancement requests related to H&P software products.
• Provide timely responses, updates, and resolutions in accordance with established SLAs.
• Partner with Remote Operations Centers (ROCs) to support daily operations of drilling software applications.
• Act as a trusted advisor for customers by providing guidance, training, and support for new software features and releases.
• Communicate effectively with customers and internal teams throughout the issue resolution process.

Job description

At H&P, our people are our strength.

Since 1920, Helmerich and Payne has been the industry's most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.

At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.

Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together. Hear directly from our employees, and leaders about their unique journeys at Helmerich and Payne .

At a Glance

Are you interested in working with our internal customers and development teams? Here at H&P our software helps oil and gas drilling operators automate and improve the accuracy and efficiency of their directional drilling in real-time. In today's complex drilling environment, this improves the safety of our customer's drilling operations. H&P Technologies is the leading provider of drilling automation, services, geomagnetic models, and independent survey management services worldwide.

As a Software Support & Sustaining Engineer , you will serve as the primary technical liaison between our customers, Product Development Management (PDM), Quality Assurance, and Software Engineering teams. You will be responsible for supporting production software applications, troubleshooting customer-reported issues, reproducing defects, identifying root causes, and driving issues through resolution.

This role requires a unique combination of technical expertise, problem-solving ability, and domain knowledge in drilling operations. You will work closely with remote operations centers, internal stakeholders, and software development teams to ensure our applications deliver exceptional reliability, performance, and customer value.

In addition to supporting production systems, you will contribute to product quality by influencing test automation, participating in user acceptance testing (UAT), validating new features, and helping development teams better understand real-world customer workflows. You may also contribute to software enhancements and defect remediation efforts as part of the product lifecycle.

The ideal candidate is passionate about solving complex customer problems, improving software quality, and serving as a customer advocate throughout the software development process.

Location: Tulsa, OK

Work Type: On-Site

#LI-On-Site

What You Will Do

Production Support & Customer Engagement

• Serve as the first point of contact for customer-reported incidents, defects, and enhancement requests related to H&P software products.


• Provide timely responses, updates, and resolutions in accordance with established service level agreements (SLAs).


• Partner with Remote Operations Centers (ROCs) and internal stakeholders to support daily operations of drilling software applications.


• Act as a trusted advisor for customers by providing guidance, training, and support for new software features and releases.


• Communicate effectively with customers and internal teams throughout the issue resolution process.

Troubleshooting & Root Cause Analysis

• Reproduce, isolate, and analyze customer-reported software defects and operational issues.


• Perform detailed debugging and investigation to identify root causes.


• Document findings, troubleshooting steps, and corrective actions in defect tracking and knowledge management systems.


• Escalate issues appropriately while driving accountability through resolution.


• Partner with development teams to prioritize and resolve high-impact production issues.

Quality & Continuous Improvement

• Collaborate with Quality Assurance and Development teams to ensure customer-reported issues are incorporated into future test coverage and automation efforts.


• Contribute to improving test strategies, test cases, and quality processes based on production learnings.


• Participate in release validation, user acceptance testing (UAT), and feature verification activities.


• Advocate for product and process improvements that enhance customer experience, reliability, scalability, and operational efficiency.


• Help define and track support metrics, operational KPIs, and service performance measurements.

Cross-Functional Collaboration

• Provide subject matter expertise on customer workflows, field operations, and drilling application usage.


• Serve as the voice of the customer during product planning and prioritization discussions.


• Work closely with PDM, QA, Development, and Support teams to ensure successful product delivery.


• Support knowledge transfer activities and help prepare teams for new product rele