Technical Support Specialist Tier 2

Vantor is forging the new frontier of spatial intelligence, helping decision makers and operators navigate what's happening now and shape what's coming next. Vantor is a place for problem solvers, changemakers, and go-getters-where people are working together to help our customers see the world differently, and in doing so, be seen differently. Come be part of a mission, not just a job, where you can: Shape your own future, build the next big thing, and change the world.
To be eligible for this position, you must be a U.S. Person, defined as a U.S. citizen, permanent resident, Asylee, or Refugee.
Note on Cleared Roles: If this position requires an active U.S. Government security clearance, applicants who do not currently hold the required clearance will not be eligible for consideration. Employment for cleared roles is contingent upon verification of clearance status.
Export Control/ITAR: Certain roles may be subject to U.S. export control laws, requiring U.S. person status as defined by 8 U.S.C. 1324b(a)(3).
Please review the job details below.
The Tier 2 technical support team is part of the Customer Enablement team in the Engineering organization. Tier 2 support specialists handle escalations from tier 1 support and must be able to troubleshoot issues using all available tools including user interfaces, APIs, and 3rd party GIS tools. Team members must be customer-focused, with the ability to problem-solve, write defects, and escalate appropriately in a fast-paced environment working with US Government, International Government, and Commercial programs and customers. This team collaborates with tier 1 support, systems support, QA, and engineering teams to replicate issues, triage, prioritize, and resolve issues. Team members must be problem solvers who are metrics-driven and customer-focused. Some knowledge of GIS or satellite imagery is required.
This is a hybrid position, where you will work Tuesday, Wednesday, and Thursday in the office. Remote work is allowed on Mondays and Fridays. Eastern or Mountain Time Zone.
Responsibilities:

• Troubleshoot technical issues using the tools our customers use, including UIs, APIs, and GIS tools like QGIS or ESRI tools. The majority of these issues require some geospatial/GIS knowledge to effectively troubleshoot.
• Monitor and triage the tier 2 support queue.
• Reproduce issues and open JIRA defects for engineering teams.
• Run cross-group triage meetings and ensure customer issues are assigned and prioritized.
• Document known issues and create knowledge base articles to share with other team members and support teams.
• Participate in occasional after hours support calls and training sessions as needed.
• Help drive process improvements to reduce issue resolution times.

Qualifications:

• 2 or more years of experience supporting customers in multi-channel technical support at a software or SaaS company.
• Some knowledge of Geographic Information Systems (GIS) or satellite imagery, with experience with GQIS or ESRI tools preferred.
• Self-motivated, detail-oriented, with the ability to learn new skills quickly.
• A critical thinker with a customer-centric approach to resolving issues.
• Excellent communication skills and the ability to build relationships with customers and across teams.
• A problem-solver who can follow basic troubleshooting steps and knows when to escalate or request help.

Pay Transparency: In support of pay transparency at Vantor, we disclose salary ranges on all U.S. job postings. The successful candidate's starting pay will fall within the salary range provided below and is determined based on job-related factors, including, but not limited to, the experience, qualifications, knowledge, skills, geographic work location, and market conditions. Candidates with the minimum necessary experience, qualifications, knowledge, and skillsets for the position should not expect to receive the upper end of the pay range.
• The base pay for this position within Colorado is: $71,000.00 - $119,000.00 annually.
• The base pay for this position within the Washington, DC metropolitan area is: $79,000.00 - $131,000.00 annually.
For all other states, we use geographic cost of labor as an input to develop market-driven ranges for our roles, and as such, each location where we hire may have a different range.
Benefits: Vantor offers a competitive total rewards package that goes beyond the standard, including a robust 401(k) with company match, mental health resources, and unique perks like student loan repayment assistance, adoption reimbursement and pet insurance to support all aspects of your life. You can find more information on our benefits at: https://www.Vantor.com/careers
The application window is three days from the date the job is posted and will remain posted until a qualified candidate has been identified for hire. If the job is reposted regardless of reason, it will remain posted three days from the date the job is reposted and will remain reposted until a qualified candidate has been identified for hire.
The date of posting can be found on Vantor's Career page at the top of each job posting.
To apply, submit your application via Vantor's Career page.
EEO Policy: Vantor is an equal opportunity employer committed to an inclusive workplace. We believe in fostering an environment where all team members feel respected, valued, and encouraged to share their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected veteran status, age, or any other characteristic protected by law.