Support Consultant - Measurement (Hybrid Work Model)

Location: Houston, TX | Model of Work: Hybrid

About the role

As a Support Consultant, you will join a highly effective global team known for delivering exceptional client support. This role is designed for growth-focused individuals who bring curiosity, critical thinking, and a genuine interest in applying technology to solve problems more efficiently. In a support organization actively integrating AI into daily workflows, the Support Consultant is more than a case handler. You will be expected to think analytically about the work, contribute to process improvement, and engage with AI tools as a practitioner. The best candidates in this role do not just resolve issues—they learn from them, document what they discover, and help the team get better over time.

Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the next evolution of energy. From emerging companies to supermajors, throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies.

Responsibilities

• Manage a case load of customer issues across their full lifecycle: triage, documentation, investigation, resolution guidance, and customer communication, with a consistent focus on proactive updates and SLO adherence.
• Collaborate with cross-functional teams (product, engineering, customer success) to drive resolution and communicate status to customers throughout the process.
• Contribute to the knowledge base by translating resolved cases into reusable documentation and identifying patterns that can improve the team's response to common issues.
• Apply AI tools and analytical thinking to investigate and resolve issues more efficiently. Share what works and surface friction where tools fall short.
• Identify process gaps and improvement opportunities in daily work and bring those observations forward in a specific and actionable way.
• Set realistic timelines, communicate proactively when circumstances change, and follow through on commitments to customers and teammates.
• Participate in after-hours and on-call coverage for critical issues as scheduled.
• Other duties as assigned.

Core Competencies

• Critical Thinking and Problem Analysis: Approaches complex issues analytically, breaking them into components and identifying root causes rather than applying surface-level fixes. Reads data, logs, and case history to build a picture of what is happening before drawing conclusions. Recognizes patterns across cases and uses them to ask better questions and develop more durable solutions.
• Customer Communication and Ownership: Takes initiative on customer communication: proactive updates, clear explanations, and honest timelines. Demonstrates strong written and verbal communication skills across diverse customer audiences. Maintains ownership of the customer experience even when resolution depends on others.
• AI Aptitude and Process Improvement: Engages with AI tools with curiosity and a genuine interest in applying them to real work problems, not just as a task, but as a better way to work. Identifies opportunities to use technology to work more efficiently and shares those discoveries with the team. Brings a process improvement mindset to daily work: looks for patterns, questions assumptions, and proposes better approaches.
• Collaboration and Team Contribution: Works effectively with internal and external stakeholders, demonstrating active listening, empathy, and follow-through. Supports teammates and contributes to a high-accountability, growth-oriented team environment. Commits to continuous learning as the role and tools evolve.

Requirements

• Bachelor's degree or above, preferably in Accounting, Computer Science, Engineering, or a related field.
• Minimum 1 year of experience in software support or a client-facing technical role.
• Strong written and verbal English communication skills.
• Foundational SQL knowledge, or a demonstrated ability and willingness to build that proficiency quickly.
• Familiarity with IT Service Management tools such as Salesforce, ServiceNow, JIRA, and ADO.
• Proficiency in Microsoft Office Suite.
• Fluent in English, both written and verbal.

Preferred Skills

• Demonstrated use of AI tools (Copilot, ChatGPT, Claude, or similar) in a professional or academic context.
• Experience contributing to knowledge base content, process documentation, or team training materials.
• Exposure to oil and gas, energy, or financial software domains, or a demonstrated track record of building product knowledge quickly.
• Ability to read and interpret C++ or C# code to support troubleshooting.

Career Growth

This role sits at the foundation of a support organization evolving toward higher-complexity, higher-judgment work. As automation absorbs routine case volume, the consultants who advance will be those who built a reputation for critical thinking, clear communication, and process ownership, not just ticket throughput. Strong performers in this role develop into senior consultants, team leads, subject matter specialists, and support managers.

Additional Details

The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification, and passport/ID validation. Employment eligibility to work with Quorum Software in the United States is required as the company will not pursue visa sponsorship for this position.