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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:

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 current 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

📌 Customer Support Specialist - Airdrie
🏢 WatchDog
📍 Airdrie