Support Analyst ll-Infrastructure, Regulated Industries

Summary

Esri is a company committed to delivering exceptional global technical support to its customers. The Support Analyst ll will provide high-quality technical support, analyze customer issues, and maintain comprehensive documentation while fostering a collaborative environment.

Responsibilities

• Embrace innovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions
• Empower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions
• Become a technical expert. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform
• Fostering an environment of helpfulness and collaboration. Partner with team members to identify common patterns, align on the best path forward, and solve cases
• Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers
• Be a mentor. Coach peers on areas of technical specialty. Exchange insights and best practices with peers

Skills

• 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities
• Applied knowledge of the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context
• Experience communicating with customers with varying technical aptitudes in GIS and information technology
• Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance
• Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
• Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript)
• Be self-motivated, a proactive problem solver, team oriented, and creative
• US citizenship and willingness and ability to maintain a US Security Clearance
• Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
• Advance knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Professional experience in computer troubleshooting such as reading network traffic and configuring software
• Proficiency in cloud computing fundamentals and environments (Microsoft Azure or AWS)
• IT certifications, such as CompTIA A+, CompTIA Security+, and others
• Master's degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

Qualifications

Must Haves

• 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities
• Applied knowledge of the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context
• Experience communicating with customers with varying technical aptitudes in GIS and information technology
• Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance
• Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
• Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript)
• Be self-motivated, a proactive problem solver, team oriented, and creative
• US citizenship and willingness and ability to maintain a US Security Clearance
• Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field

Nice to Haves

• Advance knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Professional experience in computer troubleshooting such as reading network traffic and configuring software
• Proficiency in cloud computing fundamentals and environments (Microsoft Azure or AWS)
• IT certifications, such as CompTIA A+, CompTIA Security+, and others
• Master's degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

Benefits

• Medical
• Dental
• Vision
• Basic and supplemental life insurance for employees (and their families)
• 401(k) and profit-sharing programs
• Minimum accrual of 80 hours of vacation leave
• Twelve paid holidays throughout the calendar year
• Opportunities for personal and professional growth