Job Location (Short): Hyderabad, India

Workplace Type: Hybrid

Req Id: 2950

About Role

This is a application support role within the global Tempo Operations Management/ j5 team. You will work directly with industrial customers and reseller partners to resolve technical issues in the Octave Tempo Operations Management (formerly j5) , a platform used by oil and gas, chemical, power, and mining facilities to manage safety-critical operations including shift handover, operator rounds, permit-to-work, and control of work.

This is not a software development role. It suits someone with a robust technical background who is equally comfortable investigating a broken database integration and talking a plant operations manager through a workaround on a screen share call.

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

📌 Software Engineer (Hyderabad)
🏢 Octave
📍 Hyderabad