Product & Support Specialist, Geoscience Software

About HRH Geology

HRH Geology is the oil and gas industry's leading provider of operations geology solutions, delivering award-winning software and services to over 200 clients in 60 countries from teams in Aberdeen, Malaysia and Indonesia. Our flagship platform, GravitasEDGE, is used worldwide to capture, manage, visualise and report well data in real time.

The role

We have an exciting opportunity for a technically minded geoscientist to join our Geological Support Services team on a permanent, remote basis. You will be a key technical contact for GravitasEDGE users, helping clients get the most from our products through support, onboarding, training and configuration, and feeding their needs back to our Development team.

Key responsibilities

Software support and helpdesk

• Manage client tickets through the helpdesk system to agreed response times, keeping clients informed throughout

• Investigate, reproduce and resolve client issues, acting as an escalation point for complex product, configuration and data queries

• Escalate software defects to the Development team with clear notes and supporting files

• Identify recurring issues and turn resolved tickets into knowledge-base articles and FAQs

Client workflows, charts and templates

• Understand client workflows, from wellsite data capture through to final reporting

• Gather requirements and design, build and peer review templates, charts and scripts to client standards

Client onboarding and training

• Assist with the technical onboarding of new clients and projects, from kick-off to handover

• Deliver HRH software training in-house, online and at client locations overseas, and support product demonstrations with Sales

Product development

• Share client feedback and feature requests with the Development team, and suggest improvements to usability and default templates

• Keep up to date with industry data standards such as WITSML and LAS

• Test new releases of HRH software and provide structured feedback to the Development team

Administration

• Record work in the helpdesk and project management systems, and follow HRH Health & Safety and HR policies

About you

Essential

• Degree in geology, geoscience or a related technical discipline

• Experience with technical or scientific software in a product, implementation or support role.

• Good understanding of geological and drilling workflows and how well data is presented in charts, logs and templates

• Strong IT and data skills, with confidence learning new software quickly

• Excellent communication skills, with a client-focused, methodical approach to problem solving

• Able to manage multiple priorities, work well remotely and travel internationally at short notice

Desirable

• Experience in operations geology, wellsite geology or mudlogging

• Working knowledge of GravitasEDGE or similar well data software, and standards such as WITSML and LAS

• Experience designing log templates, composite logs or chart layouts

• Experience with scripting, databases or data visualisation

• Experience delivering training or client onboarding