PURPOSE & IMPACT

Provides first-level technical support for RigCLOUD and connected rig-site data systems to sustain reliable data acquisition, application availability, and customer operations. The role prepares, installs, tests, monitors, and troubleshoots approved hardware, software, networking, and instrumentation; documents incidents and resolutions; and escalates complex issues to restore service safely and efficiently.

MINIMUM QUALIFICATIONS

- High school diploma or equivalent.
- At least 1 year of relevant drilling-industry, technical-support, field-service, instrumentation, networking, electronics, industrial-technology, or related experience.
- Foundational computer and networking knowledge with the ability to learn proprietary software, hardware, and support procedures.
- Ability to diagnose routine issues, document findings, apply approved solutions, and escalate outside assigned scope.
- Ability to read and follow complex technical, safety, configuration, and work instructions.
- Clear written and verbal communication skills and the ability to provide professional customer support in operational settings.
- Valid driver's license and ability to maintain driving eligibility for the assigned location.
- Ability to work an assigned rotational or on-call schedule, including nights, weekends, or holidays when operationally required.

PREFERRED QUALIFICATIONS

The following are valued but not required. Candidates demonstrating equivalent skills through alternative pathways may be considered.

- Associate degree, technical diploma, apprenticeship, or advanced training in information technology, networking, electronics, instrumentation, automation, or a related field.
- CompTIA A+ or Network+ certification, or equivalent documented technical training.
- Experience supporting drilling-rig monitoring, data-acquisition, communications, remote-access, or industrial control environments.
- Experience with ticketing systems, incident documentation, equipment inventory, and Microsoft Office applications.
- Basic knowledge of oil and gas drilling operations and rig-site safety expectations.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

This role operates in office, technical-support, shop, warehouse, customer, and drilling-rig environments and may require occasional field travel. Work may involve noise, weather, uneven surfaces, stairs or ladders, moving equipment, and non-climate-controlled conditions. The employee may stand or walk for extended periods, bend or stoop, use hand and electronic test tools, operate a motor vehicle, and lift, carry, push, or pull items up to 50 pounds using appropriate assistance or material-handling equipment when needed. The role requires use of required personal protective equipment and may include rotational, overnight, holiday, or on-call coverage. Reasonable accommodations may be provided to qualified individuals with disabilities.

ESSENTIAL FUNCTIONS

Essential functions should be organized by the core skill domains required for the role. Each function should describe a measurable outcome that draws on the identified skills.

RigCLOUD System Installation & Readiness

Primary Skills: Equipment Installation • Data Acquisition • System Testing • Project Documentation

- Prepare,

configure,



connect, and verify RigCLOUD hardware, software, instrumentation, and communications components using approved procedures and technical documentation.
- Complete pre-installation rig surveys, confirm hardware and network requirements, and identify readiness gaps before deployment.
- Perform function tests and data-quality checks after installation or change activity, record results, and resolve or escalate exceptions.
Maintain accurate configuration, installation, asset, and handover documentation for supported sites.

Tier 1 Technical Support & Incident Resolution

Primary Skills: Technical Support • Equipment Troubleshooting • Ticket Resolution • Incident Documentation

- Receive and triage support requests by telephone, email, or approved ticketing channels; clarify the issue, business impact, and current operating condition.
- Diagnose and resolve routine RigCLOUD software, hardware, sensor, connectivity, and user-access issues within trained scope and documented support procedures.
- Create complete incident records that capture symptoms, evidence, actions, test results, customer communications, and final resolution.
Escalate unresolved, recurring, high-risk, or out-of-scope issues with the technical detail needed for efficient Tier 2 or engineering response.

Data Acquisition & Network Monitoring

Primary Skills: Data Acquisition • Network Protocols • Network Monitoring • Data Quality Assurance

- Monitor supported data-acquisition and network services for availability, communication loss, abnormal values, and data-quality concerns.
- Validate sensor and system data against expected operating conditions and investigate routine gaps, latency, or configuration errors.
- Apply foundational knowledge of network protocols, remote-access methods, and field communications to restore supported connections.
Notify customers and internal support teams promptly when identified conditions may affect operational visibility or service continuity.

Customer Support & Operational Coordination

Primary Skills: Customer Support • Communication Skills • Cross-functional Teamwork • Task Prioritization

- Provide clear, professional updates to rig personnel, customers, supervisors, and technical partners throughout diagnosis and resolution.
- Coordinate issue ownership and handoffs across field service, operations, product support, information technology, and engineering teams.
- Balance concurrent requests according to safety, operational impact, service priority, and response expectations while maintaining status visibility.
Support scheduled rotational coverage, including nights, weekends, holidays, or on-call periods, in accordance with assigned schedules and policies.

HSE, Equipment & Process Discipline

Primary Skills:

Workplace Safety • Equipment Inspection • Inventory Management • Training Support





- Comply with Nabors and Canrig safety, quality, security, and operating requirements during office, shop, field, and remote-support activities.
- Inspect assigned tools, test equipment, field hardware, and inventory for readiness; report damaged, missing, or unserviceable items.
- Maintain required technical training and participate in competency-development activities for RigCLOUD products, instrumentation, networking, and support processes.
- Identify repeat incidents, documentation gaps, and service improvements, and communicate findings through the appropriate support channel.

NON-ESSENTIAL (ADDITIONAL) FUNCTIONS

- Support equipment staging, bench testing, inventory checks, field training, and product demonstrations as assigned.
- Assist with support documentation, knowledge articles, data cleanup, and lessons-learned activities.
- Participate in approved service-improvement, technology-deployment, and special-project work.

CORE SKILLS PROFILE

Proficiency Scale: Foundational Developing Proficient Advanced Expert

Skill

Proficiency

Application in Role

Technical Support

Developing

Resolves routine RigCLOUD support requests using approved diagnostic and escalation practices.

Equipment Troubleshooting

Developing

Collects evidence, isolates common faults, tests corrective actions, and escalates complex conditions.

Data Acquisition

Developing

Installs, verifies, and supports approved rig-site data-acquisition components and data flows.

Network Protocols

Foundational

Applies basic networking concepts to supported field communications and remote-access issues.

Network Monitoring

Developing

Monitors connectivity and service status and responds to routine interruptions or abnormal conditions.

System Testing

Developing

Performs functional and data-quality tests and records results after installation or corrective work.

Incident Documentation

Proficient

Creates clear, traceable tickets with symptoms, evidence, actions, communications, and resolution details.

Customer Support

Proficient

Communicates professionally, clarifies needs, provides status updates, and confirms service restoration.

Task Prioritization

Developing

Balances concurrent requests based on safety, operational impact, urgency, and service expectations.

Cross-functional Teamwork

Developing

Coordinates effectively with operations, field service, IT, product support, and engineering.

Workplace Safety

Proficient

Follows required HSE, security, PPE, driving, and field-access controls.

Inventory Management

Developing

Tracks and maintains assigned hardware, tools, test equipment, and field inventory.

Nabors is a leading provider of advanced technology for the energy industry. With operations in about 20 countries, Nabors has established a general network of people, technology and equipment to deploy solutions that deliver safe, efficient and responsible hydrocarbon production. By leveraging its core competencies, particularly in drilling, engineering, automation, data science and manufacturing, Nabors aims to innovate the future of energy and enable the transition to a lower carbon world.

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