Technical Support - Tier 2

About the Role

We are seeking an experienced Technical Support Representative, Tier 2 to primarily support our CartoPac product. This role will serve as an escalation point for our most complex technical issues and a trusted resource for the customers who rely on our products in the field and in the office. In this hands-on role, you will diagnose and resolve advanced hardware, software, and network problems within established service-level commitments, hold the line on documentation and communication quality, and turn recurring issues into lasting improvements.

Partnering across support, implementation, product, and engineering teams, you will deploy and configure our software suite, mentor Tier 1 colleagues, and help close gaps in our knowledgebase and processes — all while championing smarter ways of working, including AI and automation, and delivering the responsive, professional service our customers expect.

Responsibilities

• Diagnose and resolve complex, escalated technical issues across hardware, software, and network environments — restoring customers to full productivity within established service-level commitments.
• Troubleshoot Windows, SQL Server, and ArcGIS Server environments, including networking, Bluetooth peripherals, and firmware, using diagnostic tools, log analysis, and remote-support techniques.
• Maintain strong written and verbal communication skills to keep customers informed, set clear expectations, and turn frustrating support experiences into confidence-building ones.
• Document every case with clear, complete, standardized notes and resolution steps to strengthen the team's collective knowledge.
• Deploy, install, and configure our software suite across internal and external server environments, and onboard new hosted and mobile-device-managed customers.
• Build the knowledgebase and mentor Tier 1 colleagues by spotting documentation gaps, sharing advanced troubleshooting techniques, and lifting the whole team's capability.
• Perform sharp technical triage and trend-spotting, routing issues to the right channel and surfacing recurring problems to stakeholders for root-cause resolution.
• Advocate for AI and automation to streamline support workflows, reduce manual effort, and improve accuracy.
• Work independently while collaborating cross-functionally with implementation, product, and engineering teams to deliver a seamless customer experience.

Requirements

• Strong understanding of Windows, SQL Server, and ArcGIS Server environments, networking fundamentals, APIs, or company-specific products.
• Proficiency in diagnostic tools, log analysis, and remote troubleshooting.
• Excellent written and verbal communication skills.
• Strong customer empathy, patience, and problem-solving mindset.
• Ability to work independently while maintaining cross-functional collaboration.
• Experience with ticketing and CRM systems (e.g., Zendesk, Jira).

Qualifications (Bonus)

• Experience in oil & gas, utilities, energy infrastructure, or other field/industrial software environments.
• Familiarity with GIS/ArcGIS or spatial data platforms.
• Experience with Microsoft Intune/MDM, hosted-environment provisioning, or Active Directory.
• Relevant certifications (e.g., CompTIA A+/Network+, Microsoft, or ITIL).
• Experience contributing to product testing, patch validation, or release reviews.
• Familiarity with RMA processing and hardware lifecycle support.

Benefits

• Medical, dental, and vision insurance.
• Company-provided life and disability insurance.
• 401(k) plan with an employer match up to 4% with immediate vesting.
• Financial education courses.
• Paid volunteer hours for community giving.
• Supportive and collaborative work environment with team events and happy hours.
• Assistance for learning and development.

Pay

Expected compensation for this position starts at $55,000–$65,000 based on experience and qualifications.

Schedule

• Hybrid role: Monday, Tuesday, and Thursday in the office, with additional office days as needed.
• Typical work schedule: Monday through Friday, 9 a.m.–6 p.m. Mountain Time.