Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Technical Support Specialist providing support for CTES software products via phone, email, and remote sessions. Collaborating with teams to resolve technical issues and improve software quality.
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.
Requirements
- 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.
Benefits
- NOV HSE policies
- appropriate PPE
- monthly safety meetings
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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