Job Description

As a Software Support & Sustaining Engineer, you will serve as the primary technical liaison between our customers, Product Development Management (PDM), Quality Assurance, and Software Engineering teams. You will be responsible for supporting production software applications, troubleshooting customer-reported issues, reproducing defects, identifying root causes, and driving issues through resolution.

This role requires a unique combination of technical expertise, problem-solving ability, and domain knowledge in drilling operations. You will work closely with remote operations centers, internal stakeholders, and software development teams to ensure our applications deliver exceptional reliability, performance, and customer value.

In addition to supporting production systems, you will contribute to product quality by influencing test automation, participating in user acceptance testing (UAT), validating new features, and helping development teams better understand real-world customer workflows. You may also contribute to software enhancements and defect remediation efforts as part of the product lifecycle.

The ideal candidate is passionate about solving complex customer problems, improving software quality, and serving as a customer advocate throughout the software development process.

Location: Tulsa, OK

Work Type: On-Site

#LI-On-Site

What You Will Do

Production Support & Customer Engagement

• Serve as the first point of contact for customer-reported incidents, defects, and enhancement requests related to H&P software products.

• Provide timely responses, updates, and resolutions in accordance with established service level agreements (SLAs).

• Partner with Remote Operations Centers (ROCs) and internal stakeholders to support daily operations of drilling software applications.

• Act as a trusted advisor for customers by providing guidance, training, and support for new software features and releases.

• Communicate effectively with customers and internal teams throughout the issue resolution process.

Troubleshooting & Root Cause Analysis

• Reproduce, isolate, and analyze customer-reported software defects and operational issues.

• Perform detailed debugging and investigation to identify root causes.

• Document findings, troubleshooting steps, and corrective actions in defect tracking and knowledge management systems.

• Escalate issues appropriately while driving accountability through resolution.

• Partner with development teams to prioritize and resolve high-impact production issues.

Quality & Continuous Improvement

• Collaborate with Quality Assurance and Development teams to ensure customer-reported issues are incorporated into future test coverage and automation efforts.

• Contribute to improving test strategies, test cases, and quality processes based on production learnings.

• Participate in release validation, user acceptance testing (UAT), and feature verification activities.

• Advocate for product and process improvements that enhance customer experience, reliability, scalability, and operational efficiency.

• Help define and track support metrics, operational KPIs, and service performance measurements.

Cross-Functional Collaboration

• Provide subject matter expertise on customer workflows, field operations, and drilling application usage.

• Serve as the voice of the customer during product planning and prioritization discussions.

• Work closely with PDM, QA, Development, and Support teams to ensure successful product delivery.

• Support knowledge transfer activities and help prepare teams for new product releases.

• Mentor team members and promote a culture of quality, ownership, professionalism, and continuous improvement.

What You Need

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, Geoscience, Information Technology, or a related discipline.

• 3+ years of experience in software support, software engineering, quality assurance, testing, or a related technical role.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent communication and collaboration abilities.

• Demonstrated persistence and attention to detail when investigating complex technical issues.

• Ability to manage multiple priorities in a fast-paced, customer-focused environment.

• Experience working within Agile development environments.

Preferred Qualifications

• Experience supporting enterprise software applications in production environments.

• Knowledge of oilfield operations, drilling systems, directional drilling, MWD, or related drilling technologies.

• Experience with defect management, root cause analysis, and incident response processes.

• Familiarity with software testing methodologies, test automation, and quality engineering practices.

Technical Skills

Experience with one or more of the following technologies is preferred:

• Java and/or C#

• REST APIs and microservice-based architectures

• Spring Boot or similar frameworks

• SQL databases (Oracle, SQL Server, MySQL, PostgreSQL)

• MongoDB or other NoSQL databases

• Git, GitHub, Bitbucket, or similar source control systems

• IntelliJ IDEA, Visual Studio, or equivalent IDEs

• Jira, Confluence, and Agile project management tools

• TestRail or equivalent test management platforms

• Bruno, Postman, JMeter, or similar API and performance testing tools

This position is at the intersection of customer success, software quality, and engineering excellence. Your work will directly influence product reliability, customer satisfaction, operational efficiency, and the overall success of H&P's drilling technology solutions. By transforming customer-reported issues into actionable improvements, you will help ensure our software products continue to set the industry standard for quality and performance.