Responsibilities

Customer Support & Case Management

• Manage support cases end to end, from acknowledgment through investigation, fix or workaround, and closure, within contracted SLA timelines

• Respond to customer and partner queries via ticketing system and email; conduct remote screen share sessions to investigate and resolve issues

• Identify cases that fall outside support scope and redirect them to the appropriate team (development, services, or product management)

• Maintain accurate case documentation and status updates throughout the resolution lifecycle

Technical Investigation & Resolution

• Reproduce, diagnose, and resolve reported defects across the j5 module suite

• Analyse application logs, server configurations, and database records to identify root causes

• Write and execute SQL queries to investigate data integrity issues and validate application behaviour

• Troubleshoot integrations between j5 and third-party systems including Data Historians (OSIsoft PI, AspenTech), CMMS platforms (SAP PM, Maximo), and DCS environments

Escalation & Cross-functional Collaboration

• Escalate confirmed product defects to development with full reproduction steps, log evidence, and customer impact detail

• Work with the Global Support Manager to manage escalations and ensure SLA compliance

• Collaborate with the global j5 team across Cape Town and the USA on case resolution, knowledge sharing, and process improvements

Partner & Customer Enablement

• Support reseller partners who configure and deploy j5 for their customers — including guidance on training, configuration, and technical queries

• Conduct product walkthroughs and training sessions for end users and partners as needed

• Contribute to the internal knowledge base: write known-issue articles, workaround guides, and configuration best practices

Education / Qualifications

Bachelor's degree in Chemical/Process Engineering, or a related field

• 2–3 years of experience in a client-facing technical support or application support role

• Proficiency in SQL; comfortable writing queries to investigate data issues in a live environment

• Experience with web application architecture — IIS, .NET, and SQL Server

• Strong written and verbal communication skills; able to explain technical findings clearly to both technical and non-technical audiences

• Proven ability to manage multiple open cases simultaneously and prioritise effectively under SLA pressure

Preferred

• Prior experience with Octave Tempo Operations Management (Formerly J5), or a comparable industrial operations management platform

• Familiarity with process industry environments — oil and gas, petrochemicals, power generation, or mining

• Working knowledge of industrial systems: Data Historians (OSIsoft PI, Wonderware), CMMS (SAP PM, Maximo), or DCS platforms

• Experience with Azure-hosted application environments

• Understanding of permit-to-work, control of work, or shift management processes in plant operations

• Exposure to ITIL-based support frameworks

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 approximately 7,200 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.