Senior Technical Support Analyst (MIDCON) (21781) Houston, Texas

Job Scope
The Senior Technical Support Analyst at an advanced level will be responsible for day to day maintenance and support for the Cygnet Software Product

Duties

  •     At an advanced level provide technical support to internal and external customers via telephone, email or via remote assistance programs and tools.
  •     Identify cause of problems reported by debugging VB, C/C++, SQL, HTML, XML and other code and correct or report them to the developers.
  •     Provide custom solutions through Scripts.
  •     Configure software and assist customers with upgrades.
  •     Communicate with customers to ensure support needs are handled and met.
  •     Troubleshoot complex issues, with simulation/ reproduction of issues in order to find resolutions.
  •     Identify cause of problems reported by debugging VB, C/C++, SQL, HTML, XML and other code and correct or report them to the developers.
  •     Work with LOWIS deployment or Cygnet Proserve projects at customer sites.
  •     Work with the commercial team to manage and distribute licensed software to customers.
  •     Work well in a team environment and with various levels of team members.
  •     Mentor and coordinate the junior staff; as well as, serve as an escalation point for junior staff while handling customer support issues.
  •     Work with various levels of Weatherford internal teams in order to resolve issues.
  •     Work with management to develop and implement strategic plans, initiatives and direction. Note this is not a management position but a position accountable for responsibilities at an advanced level.
  •     Escalate issues to developers.  Work issues with the developers should they need your expertise is needed.
  •     Involved in customer training and documentation; as well as, software testing during release cycle.
  •     Use ticketing system(s) and time reporting systems to accurately report issues, document activities, and report time. Also, create and distribute activity reports.
  •     Required to travel to remote company or customer field sites for implementation of systems, support of systems, training or for meetings.
  •     Able to work in a 24x7 rotation environment with other team members for response to critical system support requests
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