Senior Software Consultant (Remote - US)

Responsibilities

The Senior Software Consultant serves as a senior technical resource within our Asset Information Management Support organization, specializing in advanced troubleshooting, database analysis, cloud architecture, and complex customer escalations. This position acts as a technical escalation point for support analysts, resolves highly complex customer issues, and collaborates closely with Development, Cloud Operations, and Services teams to drive solutions across enterprise database technologies, cloud-hosted environments, API integrations, and system performance analysis.

Primary Responsibilities

Customer Support and Escalations (80%)

• Provide real-time global support to external customers and internal stakeholders for product-related issues
• Perform advanced troubleshooting including root cause analysis and mitigation of issues reported by users
• Execute technical tasks in support of installation and maintenance of our products
• Interface with internal stakeholders including management, software development, services, and product planning teams
• Resolve highly complex customer issues that exceed standard support analyst capabilities
• Accurately document support activities, outcomes, and resolutions in support systems
• Maintain adherence to customer service level objectives

Escalation Support and Cross-Functional Collaboration (20%)

• Assist with escalation management and leadership on critical issues
• Facilitate communication and delivery of resolutions requiring multi-disciplinary coordination
• Conduct structured root cause investigations on complex system problems
• Contribute to internal knowledge base for knowledge transfer and team onboarding
• Provide status updates on critical issues to management
• Make recommendations to the team on improving business processes and reducing support issues
• Mentor support analysts and provide technical guidance on complex cases

Education / Qualifications

Technical

• 5+ years in technical support or consulting roles, with demonstrated expertise in database administration, cloud platforms, and enterprise software troubleshooting.
• Advanced Microsoft SQL Server knowledge
• Database performance tuning and query analysis
• Execution plan interpretation
• Azure cloud technologies
• Cloud-hosted enterprise application support
• Application Insights and telemetry analysis
• API troubleshooting and integration support
• System architecture analysis
• Enterprise software troubleshooting
• Performance engineering and optimization
• SmartPlant Foundation (SPF) / InConcert Core (SDx) / InConcert (SDx2) platform experience (strongly preferred)

Soft Skills

• Technical leadership and mentoring capability
• Cross-functional collaboration
• Customer-facing communication skills
• Escalation management
• Knowledge transfer and documentation
• Structured problem-solving and analytical thinking

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.