Technical Support Operator Tier II

WHO WE ARE:

Cold Bore Technology is the industry leader in digital completions and multiservice data integration for Oil & Gas. Our platform standardizes and synchronizes independent data sources, delivering real-time operational visibility across complex frac operations. We work across entire partner organizations—data, software, engineering, field operations, and more—to improve communication reliability, system health, and data quality through smart IIoT technology.

We’re a diverse mix of developers, field technologists, hardware specialists, and data experts who value curiosity, technical depth, and continuous improvement.

ROLE DESCRIPTION:

We are looking for a Tier 2 Technical Support Operator to join our Remote Technical Operations Center (RTOC). This role provides advanced technical support to customers, internal teams, and Field Technicians while acting as the Shift Lead for your assigned rotation.

You will support a rotating day/night schedule to ensure continuous operational coverage. As the Shift Lead, you will oversee Tier 1 workflow, handle escalations, maintain communication with leadership, and ensure clean, consistent handovers between shifts.

This position requires strong technical expertise in Linux, networking, systems diagnostics, and real-time data troubleshooting, paired with confident leadership during fast-moving operational periods.

KEY RESPONSIBILITIES:

- Serve as the Tier 2 escalation point for advanced and unresolved technical issues.

- Act as Shift Lead, guiding Tier 1 Operators in triage, prioritization, troubleshooting, and escalation.

- Maintain shift continuity through detailed and accurate shift reports.

- Monitor system performance, connectivity, and data integrity across active field deployments.

- Analyze IIoT and frac tree data streams to detect anomalies, signal degradation, or communication issues.

- Troubleshoot Linux-based systems using logs, CLI tools, service inspection, and network analysis.

- Diagnose complex networking issues involving TCP/IP, routing, VPN tunnels, wireless communication, and site-to-cloud data paths.

- Assist Field Technicians remotely with hardware checks, wiring validation, or physical diagnostics.

- Communicate high-impact incidents to leadership and collaborate with engineering when deeper system changes are required.

- Contribute to and improve operational runbooks, troubleshooting guides, and escalation workflows.

- Maintain clear, thorough documentation of incidents, actions, and resolutions.

- Identify gaps in monitoring or processes and recommend improvements for reliability and efficiency.

- Work collaboratively across departments, supporting cross-functional problem solving.

QUALIFICATIONS & SKILLS:

Technical Qualifications

- 3+ years of experience in IT operations, technical support, or systems administration.

- Strong Linux administration skills (CLI, logs, services, networking stack).

- Solid networking knowledge including:

- TCP/IP

- Routing & switching

- VPN technologies

- Wireless communication fundamentals

- Diagnostic tools (tcpdump, traceroute, ping, netstat, etc.)

- Experience with scripting (Bash, Python) is an asset.

- Experience with monitoring tools, ticketing systems, or log analysis platforms is preferred.

- Experience supporting real-time systems, distributed data flows, or 24/7 operational environments is an asset.

- Familiarity with IIoT systems, telemetry, or edge devices is an asset.

- Basic cybersecurity awareness and adherence to secure operational practices.

Leadership & General Skills

- Prior experience mentoring or leading peers is an asset.

- Capable of clear, confident decision-making in time-sensitive situations.

- Strong written and verbal communication with the ability to coordinate across teams.

- Ability to work rotating day/night schedules, including weekends or holidays as needed.

- Detail-oriented with strong documentation habits.

- Analytical mindset with a willingness to dig into unfamiliar systems and learn continuously.

- Customer-focused and able to remain calm and professional under pressure.

Nice-to-Haves

- Interest in automation or tooling improvements.

- Comfort guiding non-technical personnel through physical hardware checks.

- Enjoys cross-functional troubleshooting and collaborative problem solving.

WHAT WE OFFER

- Opportunity to build data infrastructure and strategy from the ground up.

- Growth path

- Collaborative team culture

- Competitive salary and benefits package.

Job Types: Full-time, Permanent

Pay: $65,000.00-$80,000.00 per year

Benefits:

- Casual dress

- Company events

- Dental care

- Disability insurance

- Employee assistance program

- Extended health care

- Life insurance

- On-site parking

- Paid time off

- RRSP match

- Wellness program

Application question(s):

- Are you comfortable working onsite in Calgary on a rotating day/night schedule?

Work Location: In person