Technical Support - Tier 2

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.

This is a hybrid role, working Monday, Tuesday, and Thursday in the office and additional office days as needed.

Typical work schedule: Monday through Friday 9 a.m.- 6 p.m. Mountain

• The ability to diagnose and resolve complex, escalated technical issues across hardware, software, and network environments - restoring customers to full productivity within established service-level commitments.
• Expertise troubleshooting Windows, SQL Server, and ArcGIS Server environments, including networking, Bluetooth peripherals, and firmware, using diagnostic tools, log analysis, and remote-support techniques to resolve issues others can’t.
• Strong written and verbal communication skills, with the ability to keep customers informed, set clear expectations, and turn a frustrating support experience into a confidence-building one.
• A disciplined approach to documentation - logging every case with clear, complete, standardized notes and resolution steps that strengthen the team’s collective knowledge.
• The ability to deploy, install, and configure our software suite across internal and external server environments, and to onboard new hosted and mobile-device-managed customers cleanly.
• A track record of building the knowledgebase and mentoring Tier 1 colleagues - spotting documentation gaps, sharing advanced troubleshooting techniques, and lifting the whole team’s capability.
• Sharp technical triage and trend-spotting skills, routing issues to the right channel and surfacing recurring problems to stakeholders so they can be solved at the root.
• A forward-thinking approach to continuous improvement, including advocating for AI and automation to streamline support workflows, reduce manual effort, and improve accuracy.
• The ability to work independently while collaborating cross-functionally with implementation, product, and engineering teams to deliver a seamless customer experience.

Requirements:

What you need to succeed:

• Strong understanding of Windows/SQL Server/ArcGIS Server environments, networking fundamentals, APIs, or company-specific products.
• Proficiency in diagnostic tools, logs 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 (Zendesk, Jira).

Bonus Qualifications:

? 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 (CompTIA A+/Network+, Microsoft, or ITIL)

? Experience contributing to product testing, patch validation, or release reviews

? Familiarity with RMA processing and hardware lifecycle support

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Happy hour, * Competitive benefits focused on your physical well-being, including Medical, Dental, and Vision insurance and company provided Life and Disability.
• Programs to improve your financial well-being, including a 401(k) plan with an employer match up to 4% with immediate vesting and financial education courses.
• Opportunities to give back to the community, including paid volunteer hours.
• Supportive and collaborative environments, happy hours, and fun events.
• Assistance to further your learning and development
• A rewarding culture, with a focus on positive business practices and protecting the environment., The expected compensation for this position starts at $55,000-$65,000 based on experience and qualifications. American Innovations also offers the benefits described above.

American Innovations protects people and the environment by providing proven compliance solutions to oil and gas professionals from the field to the office. More than 30 years of experience drives innovative solutions that address the need for efficient data collection, reporting, and analysis - an integrated family of hardware, software and professional services backed by relentless customer service.