Technical Support – Tier 2

Jobtailor; Fort Collins (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a skilled Technical Support Engineer to diagnose and resolve advanced hardware, software, and network issues within SLAs. You will deploy and configure our software suite and act as a go-to escalation resource for complex problems.

You will mentor Tier 1 colleagues, contribute to a growing knowledgebase, and advocate for AI and automation. Strong collaboration with support, implementation, product, and engineering teams is essential.

Qualifications

• Strong understanding of Windows/SQL Server/ArcGIS Server environments and networking fundamentals.
• Proficiency with diagnostic tools, logs analysis, and remote troubleshooting.
• Experience with ticketing/CRM systems (Zendesk, Jira).

Responsibilities

• Diagnose and resolve advanced hardware, software, and network problems within SLAs.
• Escalate complex technical issues as a senior support resource.
• Deploy and configure our software suite.
• Mentor Tier 1 colleagues and close gaps in the knowledgebase.
• Advocate for AI-driven and automated ways of working.
• Collaborate with support, implementation, product, and engineering teams.

Skills

Windows

SQL Server

ArcGIS Server

Networking

APIs

Product suites

Tools

Zendesk

Jira

Job description

• 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

• 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).

Core Competencies

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.

Hard Skills

• Diagnostic Tools Proficiency
• Logs Analysis
• Network Problem Resolution
• API Understanding
• Software Deployment and Configuration

Soft Skills

• Excellent Communication Skills
• Customer Empathy
• Problem-Solving Mindset
• Patience
• Cross-Functional Collaboration

Tools & Technologies

• Zendesk
• Jira