Technical Support – Tier 2

American Innovations

Technical Support Representative for American Innovations, troubleshooting complex technical issues related to CartoPac product. Collaborating across teams to deliver comprehensive technical support solutions.

Posted 7/17/2026full-timeFort Collins • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in diagnosing and resolving complex hardware, software, and network issues while effectively collaborating across teams. Proficient in utilizing diagnostic tools and ticketing systems to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Windows Environment ProficiencySQL Server ExpertiseArcGIS Server KnowledgeRemote Troubleshooting SkillsExperience with Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Diagnostic Tools ProficiencyLogs AnalysisNetwork Problem ResolutionAPI UnderstandingSoftware Deployment and Configuration

Soft Skills

Excellent Communication SkillsCustomer EmpathyProblem-Solving MindsetPatienceCross-Functional Collaboration

Tools & Technologies

ZendeskJira

Industry Keywords

Service-Level CommitmentsTechnical EscalationKnowledgebase MentoringAI AdvocacyAutomation

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Diagnose and resolve advanced hardware, software, and network problems within established service-level commitments.
Serve as an escalation point for complex technical issues.
Deploy and configure our software suite.
Mentor Tier 1 colleagues and help close gaps in knowledgebase.
Advocate for smarter ways of working, including AI and automation.
Collaborate with support, implementation, product, and engineering teams.

Requirements

What you’ll need

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).

Benefits

Comp & perks

Medical, Dental, and Vision insurance
Company provided Life and Disability
401(k) plan with an employer match up to 4% with immediate vesting
Financial education courses
Paid volunteer hours
Opportunities to give back to the community
Supportive and collaborative environments
Happy hours and fun events
Assistance to further your learning and development