Product Support Engineer

Tier 2 Support Analyst

Serving as a member of the client’s Oil & Gas and Marine Digital (COGMD) Operations and Infrastructure Team, a Tier 2 Support Analyst will operate within a Tier 1-3 platform support structure and serve as a key connector between the Tier 1 call center (24x7 monitoring center) and COGMD Tier 3 teams such as Operations, Dev Ops, Security, Engineering, and Software Development.

Specific tasks will include, but may not be limited to the following:

• Triage, coordinate, and assign ticket handups from Tier 1 to the correct next tier team(s) for action.
• Perform more complex technical troubleshooting for all issues escalated to Tier 2 and ensure responses are per customer contractual service level agreements (SLAs). This may include after hours and weekend support as necessary.
• Coordinate meetings between teams to review tickets, SLAs, metrics, status, and communicate necessary details.
• Document procedures, requirements/guidelines, immediate actions and possibly training to Tier 1 staff supporting COGMD platforms.
• Develop and/or direct processes, software strategies and documentation to improve proactive monitoring capabilities for the Tier 1 monitoring center with the continuous goal of reducing soak time on customer support issues.
• Maintain product support ticketing systems such Salesforce, Azure Dev Ops, or other industry recognized tool that tracks all current and closed tickets. Outputs key KPIs such as time to resolve, current owner, comments/updates, etc.
• Occasionally interface with the client’s GIS (global Information services) to provide on-site assistance and/or support for local office IT needs.

This position is part of the Infrastructure and Operations team supporting COGMD Digital platforms. Our primary products are Asset Intelligence, Trident (serving Marine industry) and Remote Fleet Vision (serving mainly Oil&gas industry). These platforms are hosted a hybrid mix of AWS Cloud, on prem, and remote data center providers. The T2 product support engineer will be the primary interface between the T1 customer support team and the engineering teams in the back office to triage issues, coordinate actions by responsible teams, and facilitate timely resolution.

Interaction with team:

• Daily 15min team standup, agile/scrum ceremonies, other collaboration meetings as necessary. Will be part of a scrum team managing the operations of COGMD digital platforms. Will be a liaison between Tier 1 client services and system teams. Will also coordinate local office IT functions in collaboration with GIS.
• Will be working on a geographically dispersed team (worldwide).