[Hiring] Application Support Specialist @Natural Gas Solutions North America LLC

Role Description

We are seeking a skilled and customer-focused Application Support Specialist to join our team in supporting our cloud-based SCADA (Supervisory Control and Data Acquisition) SaaS solution, desktop software, and mobile applications. This role is responsible for ensuring optimal performance, reliability, and usability of the platform, providing technical assistance to clients, and collaborating with internal teams to resolve issues and implement improvements. This position will report directly to the Solutions Architect and Lead Developer.

You will serve as the primary point of contact for application-related inquiries, incident resolution, and system monitoring, with a strong focus on operational uptime, data integrity, and user satisfaction.

Qualifications

• 1+ years of experience in application support, technical support, or SCADA/industrial automation support roles.
• Strong understanding of SCADA concepts, industrial communication protocols (Modbus TCP/IP, OPC-UA, MQTT, CoAP, DLMS/COSEM).
• Hands-on experience with cloud platforms (Azure and/or AWS) and SaaS delivery models.
• Familiarity with databases (SQL Server, PostgreSQL, MongoDB, or MySQL) and ability to write basic queries for troubleshooting.
• Proficient in network fundamentals (TCP/IP, TCP/UDP, VPN, firewalls, DNS) and diagnosing connectivity issues.
• Experience supporting Windows Server and Linux environments.
• Comfortable with REST APIs and JSON for integration troubleshooting.
• Familiarity with ITIL processes for incident, problem, and change management.
• Strong analytical, communication, and customer service skills.

Requirements

• Provide Tier 1, Tier 2, and Tier 3 technical support for all platforms, including incident triage, troubleshooting, and resolution.
• Monitor system performance, data flow, and connectivity between field devices, gateways, and the cloud platform.
• Collaborate with engineering, DevOps, and product teams to resolve escalated issues and deploy patches or updates.
• Assist with onboarding new customers, including configuration of user accounts, role-based access, and integration with existing systems.
• Support integration with IoT devices and supporting systems.
• Maintain accurate documentation of incidents, resolutions, and processes in the software incident response system.
• Participate in on-call rotation to support after-hours incidents, system maintenance, and critical alerts.
• Assist in user training, FAQs, and knowledge base updates to improve self-service capabilities.
• Perform routine system health checks, backups, and failover testing in collaboration with infrastructure teams.

Preferred Qualifications & Certifications

• Certifications (any of the following are a plus):
• CompTIA Network+ or Security+
• Microsoft Certified: Azure Fundamentals / Azure Administrator Associate
• AWS Certified Cloud Practitioner / SysOps Administrator
• Certified SCADA Security Architect (CSSA) or ISA/IEC 62443 Cybersecurity Fundamentals
• ITIL Foundation Certification
• Experience with industrial automation platforms (LabView).
• Knowledge of containerization (Docker, Kubernetes) and CI/CD pipelines maintenance and creation.
• Familiarity with industrial cybersecurity best practices.

Work Environment

• Remote work with occasional travel to customer sites and company offices.
• Requires participation in an on-call rotation for high-priority incidents.

Why Join Us?

You will work on cutting-edge SCADA cloud technology that is transforming energy automation and remote monitoring. Our team values problem-solvers, customer advocates, and lifelong learners who thrive in a fast-paced and collaborative environment.