Software Development Analyst - Tier 3

at  Pason Systems Corp

THE TEAM

The Drilling Management Apps team focuses on designing and developing high-quality software and infrastructure solutions that provide value to our customers. The team operates with a dedication to Collaboration, Innovation, Customer Focus, and Quality. Our team is part of the DataHub department. DataHub is part of the R&D organization that works on cloud-based applications and services, and we support external customers, internal customers and the product and sales department.

KNOWLEDGE, SKILLS, AND ABILITIES

• Experience with MySQL, Python, bash, networking, and Linux are highly desirable
• Experience with real-time systems, instrumentation and drilling rigs would be an asset
• Experience with web-based technologies and frameworks.
• Experience with tools such as JIRA and Confluence is an asset.
• Excellent customer service skills
• Strong organizational, problem-solving, prioritization and analytical skills
• A strong commitment to quality
• The ability to work in a team and as an individual
• The ability to work well under pressure, in a stressful environment
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

EXPERIENCE

• 1 year: Software Development Experience (either full time or internship)
• 1 year: Experience working with customers to resolve issues (could be outside of software ie retail)
• 1 year: Experience working on a team to deliver success to clients and team members

EDUCATION

• Bachelors or better in Computer Science or related field.
• Bachelors or better in Engineering - Software and Computer or related field.

THE ROLE

The Software Development Analyst will handle field support requests escalated from the Pason Support Services group and Account Managers as well as support new features. You will utilize your strong communication, analytical and critical thinking skills to resolve issues relating to Pason’s DataHub while maintaining thorough documentation and metrics on escalated issues. This role requires an individual who is committed to working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
You will work closely with other departments including Account Managers, Product Managers, Field Operations, Support Services, QA, other Developers, and the Site Reliability Team to ensure superior support is provided to Pason customers and throughout the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitor DataHub Tier 3 support requests forwarded by Support Services
• Use advanced software tools to diagnose customer issues remotely and recommend solutions
• Recommend changes to the DataHub product to reduce customer impact, customer support incidents and effort expended
• Maintain thorough logs and metrics for all field issues
• Develop and maintain software features, scripts and utility applications
• Keep up-to-date on all new product features and methods for diagnosing problems and resolving issues
• Recommend best support practices to software development teams when developing new features.
• Review changes to software tools which are used to support field activities and potentially make minor changes to the software tools
• This position requires some flexible working hours and rotation in the 24/7 on call support structure