Software Support Engineer

At H&P, our people are our strength.

Since 1920, Helmerich and Payne has been the industry's most trusted partner in drilling productivity and reliability. As the world changes, so does our approach. We are changing the landscape of drilling by using cutting-edge rig technologies and drilling solutions to build upon a century of success, all while continuing to deliver better outcomes for our customers.

At H&P, our people are our strength. We strive to continually lead with our Core Values that enable employees to develop on their H&P Journey. We believe that doing the right thing means creating a more diverse, equitable, and inclusive workplace that empowers our people to bring their authentic selves to work every day.

Some companies offer career paths. We offer a Journey of a Lifetime. Let's go far, together.

Hear directly from our employees, and leaders about their unique journeys at Helmerich and Payne.

* #LI-Remote

Tulsa or Dallas area preference

At a Glance:

Are you interested in working with our internal customers and development teams? Here at H&P our software helps oil and gas drilling operators automate and improve the accuracy and efficiency of their directional drilling in real-time. In today's complex drilling environment, this improves the safety of our customer's drilling operations. H&P Technologies is the leading provider of drilling automation, services, geomagnetic models, and independent survey management services worldwide.

As a Software Support Engineer, you will be responsible for supporting our internal customers with our system as well as providing steps to reproduce any issues found. This person will bridge the applications use with knowledge in the art of directional drilling and the functions defined by PDM to ensure functions operate successfully. You will be reviewing and reproducing problems identified by our internal user base. You will provide PDM and Development steps to reproduce issues found in the software, so we can effectively close these issues more efficiently. You will work with software teams and developers to take the H&P software products to the next level of industry standards that are more reliable, have better quality and performance. You will be the part of the team who is first point of contact for any Customer reported issues, defect or enhancement requests on a production software. You will respond to Customer issues as per the SLA, fix and debug those issues to provide a better software to the Customers. You may also get to develop new features and enhancement requests from Customer. You could further participate in improving the quality of the software by writing better unit tests, integrations tests & automation tests. You will also work with the software development teams and developers who implement future drilling applications to learn those applications before they are released to the Customer. Our Software teams own their quality and are responsible for writing their tests, you could use your production software experience to help the team release better software to market by helping them with UAT.

What you will do:

• Provide first level support to our HPT Product line. This would include working with the software and each of the Remote Centers.
• Provide training and support for new features as they roll out and ensure they are working as intended with each customer.
• You will provide feedback to the development team and QA to ensure any issue found will be captured in future test automation.
• Understand and adapt Customer SLA and work towards providing the best software support to Customer issues by responding and providing updates in a timely manner
• Reproduce and isolate Customer reported defects and debug the application to find the root cause of the problem/ defect
• Document the Customer reported defects in the defect tracking tool
• Document the findings from root cause analysis of critical issues reported by the Customer
• Become subject matter expert for the dev team and help them in understanding the Customer reported issues
• Fix/ engage in fixing the software defects reported by the Customer or found, but delayed, during the QA release cycle
• You will assist in adapting testing to ensure any issue can be captured going forward
• Act as key point of contact for our internal customers for information about all features and updates in a releases
• Document tests so other team members and outside testers can run the tests
• Help to reproduce and isolate customer reported defects
• Help with developing software support metrics that help to measure the performance and responsiveness of Software Support Team
• Advocate for fixes and/or product improvements that will improve overall internal customer experience, reduce risk and drive revenue
• Mentor other Software Engineers as needed and help drive a culture of attention to quality, maintainability, and professionalism

What you need:

• Bachelor's degree in Engineering, Computer Science, Geoscience or related field preferred
• Oil industry and/or drilling background
• Persistence and thoroughness in understanding and resolving issues
• Strong analytical and problem-solving skills
• Strong attention to detail
• 7+ years of software experience
• Experience with agile development processes - especially agile test methodologies, Scrum methodology experience a plus
• Desirable experience with the following languages, tools, and technologies: Java or C# .Net, REST, Microservice- based architecture application, Spring Boot a plus, SQL, any flavor (Oracle, mySQL, SQL Server, etc.), MongoDB, and relational databases knowledge, Source code control systems such as Git, GitHub, Bitbucket, IntelliJ or Visual Studio or equivalent tool, Jira, Confluence and/or other tools used in Agile environments, TestRail or equivalent manual test management tool, Postman, Jmeter or equivalent
• MWD or Drilling experience would be a plus but not necessary

What we offer:

At H&P, our commitment to our people is at the forefront, and that includes benefits that provide employees a sense of health and financial security. We know that life continues outside of employment and actively caring of our people is our priority.

• Comprehensive medical, dental, vision, and life insurance
• Flexible Spending or Health Savings Accounts
• 401k match
• Paid Leave Plans
• Parental & Adoption Benefits
• Disability Coverage
• Employee Assistance Program
• Educational Assistance
• Learning & Development Opportunities
• Flex-scheduling available for qualifying positions to achieve work-life integration

H&P is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Thank you for your interest in joining our team!