About the role
Job Type: Full-time.
Role Overview
We are seeking an innovative Technical Support Manager to lead our support team, optimize global operational workflows, and drive AI-powered efficiency across our product support ecosystem. In this role, you will leverage your background in geoscience and strong people leadership to guide Technical Analysts, deliver specialized client support, and integrate advanced automation and generative AI tools to streamline team operations, ticket workflows, and customer enablement.
Key Responsibilities
Support Operations, AI & Automation Integration
- Champion the use of AI tools (including Claude), Python scripts, prompt engineering, and operational automation to streamline internal ticketing, speed up resolution times, and automate routine support workflows.
- Oversee weekly support schedules and time-off requests across daytime, evening, and weekend rotations, and actively participate in these support shifts as needed (including occasional evenings and weekend), to maintain continuous coverage and meet contractual SLAs.
- Track bi-weekly support workload metrics and ticket volumes, highlighting key trends and critical tickets for team review.
- Continually evaluate and optimize global support systems, workflows, and escalation paths to improve operational efficiency.
Geoscience Enablement & Cross-Functional Alignment
- Utilize domain expertise in geoscience and subsurface software to effectively communicate technical concepts to oil & gas and geological engineering clients.
- Develop and maintain expert-level proficiency in our core software offerings, specifically StarSteer and Solo, acting as a primary subject matter expert for both the team and clients.
- Organize regular technical enablement sessions with Product Owners to keep the support team aligned on upcoming product features and geological software functionality.
- Partner with Sales Managers and Account Executives to design, customize, and deliver targeted technical training sessions, product demos, and geological workflows for prospective and current clients.
Documentation & Process Management
- Standardize, structure, and maintain internal support workflows, SOPs, and operational manuals using Confluence, Trello, and/or Asana.
Team Leadership & Talent Development
- Demonstrate strong, empathetic leadership by managing full-cycle recruitment, interviewing, hiring, and onboarding for Technical Analysts.
- Conduct structured performance evaluations, including 3-month probation assessments and annual performance reviews, providing clear career growth paths.
- Delegate special projects and non-ticket initiatives, including client enablement programs, ROGII University courses, social media content, and Knowledge Base documentation updates.
Qualifications & Skills
Technical & Geoscience Requirements
- Geoscience Background: Bachelor's or Master's degree in Geology, Geophysics, Geoscience, Earth Sciences, or equivalent industry experience in geological software.
- Geoscience Software: Hands-on experience with industry-standard geological and geophysical software platforms (e.g., Geoscout, Accumap. Petrel, GeoGraphix, or similar). Rogii product knowledge is preferred.
- AI & Automation Mastery: High proficiency with AI platforms (particularly Claude), prompt engineering, and workflow automation to scale support operations and content generation.
Leadership & Operational Experience
- Leadership Skills: Proven track record of leading, mentoring, and developing technical support, client success, or technical ops professionals.
- Customer Service Excellence: Background in customer service with a demonstrated ability to resolve technical issues while building strong client relationships.
- Operations & SLAs: Solid experience managing multi-tiered support schedules, tracking workload metrics, and consistently meeting client SLAs.
- Tools: Hands-on experience with project management tools (Confluence, Trello, Asana) and CRM/ticketing software.
- Communication: Exceptional presentation, client-facing, and training skills (webinars, short technical demos, and executive-level client interactions).
At ROGII, we value diversity and are committed to creating an inclusive environment for all employees. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are passionate about the role and want to be part of a dynamic team that is revolutionizing the Oil & Gas industry, we encourage you to apply for this exciting opportunity.
