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Technical Support Lead

ROGII
Calgary, CAN
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Technical support operationsGeoscienceGeological and geophysical softwareClaudePython scriptingPrompt engineering

Full Job Posting

About ROGII

ROGII provides software solutions for well operations and workflows, serving more than 350 clients worldwide.

Role overview

Lead the technical support team, optimize global operations, and apply AI and automation to support workflows.

Use geoscience expertise and guide Technical Analysts while supporting clients and improving customer enablement.

Support operations and automation

  • Use Claude, Python scripts, prompt engineering, and automation to improve ticket workflows and routine support.
  • Oversee support schedules and time-off across daytime, evening, and weekend rotations; join shifts as needed to maintain continuous coverage and SLAs.
  • Monitor ticket volumes and workload metrics, identify trends and critical tickets, and improve support systems and escalation paths.

Geoscience and client enablement

  • Explain geoscience and subsurface software concepts to oil and gas and geological engineering clients.
  • Maintain expert knowledge of StarSteer and Solo and organize technical enablement sessions with Product Owners.
  • Partner with Sales Managers and Account Executives to provide client training, product demos, and geological workflows.

Documentation and team leadership

  • Maintain support workflows, SOPs, and manuals using Confluence, Trello, and/or Asana.
  • Recruit, interview, hire, and onboard Technical Analysts; conduct performance reviews and support career growth.
  • Delegate client enablement, training courses, social media, and Knowledge Base projects.

Geoscience and technical qualifications

  • Bachelor’s or Master’s degree in Geology, Geophysics, Geoscience, Earth Sciences, or equivalent industry experience in geological software.
  • Hands-on experience with geological or geophysical software such as Geoscout, Accumap, Petrel, GeoGraphix, or similar.
  • ROGII product knowledge is preferred, not required.
  • High proficiency with AI platforms, particularly Claude, prompt engineering, and workflow automation.

Leadership and operations qualifications

  • Experience leading, mentoring, and developing technical support, client success, or technical operations professionals.
  • Customer service experience resolving technical issues and building client relationships.
  • Experience managing multi-tier support schedules, workload metrics, and SLAs.
  • Experience with project management tools such as Confluence, Trello, or Asana, and CRM or ticketing software.
  • Strong client-facing, presentation, and training skills.

Support schedule

  • Support coverage includes daytime, evening, and weekend rotations; the lead may participate in shifts as needed, including occasional evenings and weekends.

Benefits

  • The employer describes a competitive salary, comprehensive benefits, and professional growth opportunities; no compensation amount or pay cadence is stated.

Background check

  • A background check will be performed on the successful candidate.

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