Customer Support Specialist

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Organization: AFTI WatchDog

Role: Customer Support Specialist

Location: Calgary, AB, Hybrid work environment

Address: 6023 5th Street SE, Calgary, AB

Website: https://aftiwatchdog.com

CultureSmith is excited to partner with AFTI WatchDog in the search for a new Customer Support Specialist.

This is an opportunity to play a critical role in a growing organization where customer success directly drives company growth.

You'll have the ability to shape customer experience processes, influence adoption and value realization strategies, and build strong customer relationships that contribute to long-term success.

WatchDog is North America's leading virtual wellsite software, SaaS, and hardware solution for oil and gas operators.

Deployed on more than 20,000 wells and trusted by many of the largest producers in Canada and the United States, WatchDog helps operators maximize production, reduce lifting costs, prevent equipment failure, lower environmental risk, and improve field efficiency.

Our hardware-enabled SaaS platform replaces routine site visits with real-time remote monitoring, operational intelligence, and actionable field data — helping producers optimize where operators spend their time and attention.

Our mission is simple: improving human efficiency for modern operators in oil & gas.

What we deliver across North America

• Intelligent surveillance of wells, facilities, and field infrastructure
• Operational intelligence and analytics that turn field data into actionable information
• Environmental monitoring and leak detection
• Runtime optimization and failure prevention
• Reduced manual site visits, drive time, and operator workload

ABOUT THE ROLE

As a Customer Support Specialist, you are the front line of the customer experience. When something isn’t working, you are the person our customers reach — and how that goes shapes whether they trust the platform.

You’ll manage support tickets, troubleshoot over the phone, configure and prepare new units for deployment, and work across teams to get issues resolved. You’ll partner closely with Customer Success, Technical Support, Product, and Operations so customers get the help they need to realize the full value of WatchDog.

This role suits someone who likes solving problems, is comfortable learning technical systems, and takes ownership of an issue through to resolution rather than passing it along.

WHAT YOU'LL OWN

• The customer support experience, from first contact through to resolution:
• Customer ticket management and case ownership
• Inbound phone troubleshooting and technical support
• Device setup and deployment preparation
• Escalation management and issue coordination
• Customer communication and follow-up
• Knowledge base and documentation updates
• Support process improvement initiatives

KEY RESPONSIBILITIES

Customer Ticket Management

• Monitor and respond to customer support tickets through our support platform.
• Own customer issues from initial contact through final resolution.
• Prioritize cases based on urgency, business impact, and service commitments.
• Maintain accurate case notes and documentation for every customer interaction.
• Ensure service level agreements are consistently met.

Inbound Phone Support & Troubleshooting

• Serve as the primary point of contact for inbound customer calls.
• Diagnose and resolve issues involving hardware, software, sensors, connectivity, and reporting.
• Guide customers through troubleshooting steps professionally and confidently.
• Identify root causes and determine when escalation is required.
• Provide clear communication and regular updates throughout the resolution process.

Device Configuration & Setup

• Configure WatchDog units prior to shipment and deployment.
• Verify device settings, customer information, and deployment requirements.
• Assist with device replacements and RMA coordination as required.

Escalation & Resolution Coordination

• Escalate complex technical issues to Tier 2 Support, Engineering, or Product.
• Track escalated issues and keep customers updated on progress.
• Facilitate collaboration across departments to drive timely resolution.
• Ensure issues are documented and transitioned with complete information, so nobody picks up an issue cold.

Customer Communication & Relationship Building

• Deliver professional, responsive, customer-focused service.
• Build trust and confidence through effective communication.
• Follow up proactively to confirm resolution and customer satisfaction.
• Gather feedback and identify opportunities to improve the support experience.
• Represent WatchDog’s commitment to customer success in every interaction.

Documentation & Knowledge Management

• Maintain detailed records of support activity and customer interactions.
• Contribute to knowledge base articles, troubleshooting guides, and support documentation.
• Share recurring issues and emerging trends with internal teams.
• Support process improvements that increase support efficiency and customer satisfaction.

Continuous Learning & Team Collaboration

• Stay current on WatchDog products, new releases, and platform capabilities.
• Participate in ongoing product training and team development.
• Collaborate with Customer Success, Operations, Product, and Technical Support.
• Contribute to a positive, team-oriented culture focused on customer success.

WHAT THIS ROLE DOESN'T OWN

This role focuses on customer support and operational execution. It does not own account management, sales activity, pricing negotiations, manufacturing operations, or advanced engineering investigations.

WHO YOU ARE

• Customer-focused, and genuinely satisfied by helping people.
• A strong troubleshooter who works a problem methodically.
• An excellent communicator, verbally and in writing.
• Highly organized, with real follow-up discipline.
• Comfortable managing multiple priorities in a fast-paced environment.
• Detail-oriented and committed to high-quality work.
• Adaptable and eager to learn new technologies and systems.
• Team-oriented, with a positive and collaborative attitude.

EXPERIENCE WE'RE LOOKING FOR

Required

• 2+ years in customer service, technical support, help desk, or a related field.
• Strong communication and customer relationship skills.
• Experience working with support ticketing systems.
• Ability to troubleshoot technical issues and guide customers through solutions.
• Proficiency with Microsoft Excel, and Microsoft Word.

Preferred

• Diploma, certificate, or education in Information Technology, Electronics, or a related field.
• Experience supporting hardware.
• Experience with HubSpot, Jira, or similar support platforms.
• Knowledge of oil and gas operations or monitoring systems.

WHY JOIN US

• Work on technology that measurably changes how the oilfield operates.
• Join a team that treats customer success as the product, not an afterthought.
• Continuous learning and professional development.
• Competitive compensation and benefits, including an RRSP program.
• Flexible, hybrid work environment.
• Team activities, company events, and a fully stocked snack and beverage bar.

HOW TO APPLY

Watchdog is proud to partner with CultureSmith on this search. Apply through LinkedIn or send your resume to [email protected]

AFTI WatchDog is an equal opportunity employer. We welcome applications from all qualified individuals.