Technical Support - Tier 2

American Innovations LTD•Fort Collins, CO

1d•$55,000 - $65,000•Hybrid

About The Position

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. 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

Requirements

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).

Nice To Haves

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

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 to resolve issues others can't.
Maintain 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.
Maintain disciplined documentation — logging every case with clear, complete, standardized notes and resolution steps that strengthen the team's collective knowledge.
Deploy, install, and configure software suite across internal and external server environments, and onboard new hosted and mobile-device-managed customers cleanly.
Build the knowledgebase and mentor Tier 1 colleagues — 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 so they can be solved at the root.
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.