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Technical Support Specialist, NetFlow

Technical Support Specialist, NetFlow

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We are a small, cohesive team that enjoys providing high-quality service to our customers. There are different levels to the Technical Support Team, rising in technical complexity but, everyone works in a collaborative environment where we put our heads together to make sure we are providing the best service available.

Our customer base includes, but is not limited to: Users, Resellers, Service Contractors, SCADA techs, Oil & Gas Operators, Engineers, Electricians, management, and internal employees.
You will be delivering high-end phone or web technical support to our customer base.

Reporting to the Manager, NetFlow, the Technical Support Specialist, NetFlow will assist in end-user support and act as a bridge between customers and internal NetFlow teams.

We will provide you the Technical and Service Support Training on our processes, products, and tools. There is also an expectation for self-directed learning after the initial training, as well as, a desire to assist with our 24/7 On-Call Rotation.


  • Post-Secondary education required.
  • 2+ years of direct customer interaction (Tech Support, Sales, Telemarketing, Retail, etc.)
  • Oil and Gas industry experience considered an asset.
  • Knowledge of industrial communication networks, SCADA, field operations, measurement and/or physical flow considered an asset.
  • Strong knowledge of wireless communications and wired (RS232 and RS485) communications.
  • A high degree of computer proficiency (Microsoft office, Website/Web Reporting)
  • Strong organizational and time management skills
  • Strong problem-solving skills with ability to analyze and make an educated decision
  • Ability to work independently and as part of a team

NOTE: Applicant’s experience, education & skills may be verified or tested during the interview process.


Desirable Skills/Experience:

  • Training on products for SCADA, Industrial Control Systems, Telemetry, Computer Networking, Industrial Automation, etc.
  • Cisco Networking certification
  • Experience in Technical Support or Call Centre environments
  • Field experience at Industrial Production facilities (Wellsites, Substations, Plants, Factories, etc.)
  • Experience with Helpdesk software (ZenDesk, FreshDesk, Jira, etc.)
  • Training in Instrumentation & Measurement best practices
  • Knowledge of Network Protocol Analysis tools (e.g. Wireshark, etc.)
  • Experience in installing or troubleshooting Wireless Telecommunication systems (Cellular Modems, Ethernet Radios, Omni & YAGI Antennas, WiFi, etc.)
  • SQL Programming experience
  • Knowledge of Government regulations for Flow Measurement, Custody Transfer (AER Directive 017, API 21.1, etc.).
  • Introduction to Circular Chart Recorders and Electronic Flow Meters(EFM)
  • Passionate energy


Problem Resolution

  • Communicate directly with customers via phone, email to troubleshoot and resolve complex technical issues
  • Oversee a fast-paced queue of support inquiries and requests
  • Immediate fault identification and prioritization (including on-call work)
  • Preventative / Proactive maintenance to ensure system availability
  • Maintaining ticketing system
  • Significant interaction with members of the NetFlow team, and IT Infrastructure

Client Support

  • Receive and act on support requests with a focus on superior customer service, while troubleshooting and resolving problems, as per service level agreement
  • Working closely with various departments to ensure resolution and excellent internal customer service
  • Seeks to thoroughly understand client business requirements to better serve them in relation to their support requests
  • Verifying communications to client sites
  • Configuration and creation of data exports for clients
  • Add, move, change, and delete users as per client requests

Application Support

  • Complete maintenance of NetFlow User Interface as per client and corporate standards
  • Providing support using NetFlow Graphic Templates and the NetFlow Explorer Application
  • Screen modifications or creation in NetFlow (web and NetFlow Explorer).
  • Decommissioning of client sites as per their request
  • Refer enhancement requests and/or technical service requests to the appropriate team members


Critical Control Energy Services offers competitive compensation, numerous company benefits and excellent opportunities for advancement to staff with the commitment to succeed in our dynamic business environment.  We are interested in candidates who have the desire to become experts in the field and who are willing to learn and advance their careers.



Critical Control Energy Services provides cloud-based solutions and services to a wide range of upstream oil & gas clients across North America for the access to and management of their production and measurement data.  Critical Control Energy Services is a wholly owned subsidiary of Critical Control Solution Corp., a publicly traded company on the Toronto Stock Exchange under the symbol CC.


We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.