Premium Support Analyst II, Infrastructure

Esri•Charlotte, NC

1d•$70,304 - $94,640•Onsite

About The Position

As a Support Analyst II, you will use your technical expertise to support customers using Esri’s geographic information systems (GIS) platform and its connections with IT, including networking, databases, cloud computing, and software troubleshooting. You will help customers address complex challenges and use GIS effectively to realize the benefits of location intelligence. The role is part of a collaborative team providing global technical support. Esri describes its workplace as supportive and encourages creativity, collaboration, and passion.

Requirements

At least 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 in an industry context.
Experience communicating with customers with varying levels of technical aptitude in GIS and information technology.
Knowledge of IT 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 in one or more programming languages: C#, .NET, Java, C++, Swift, Kotlin, or JavaScript.
Self-motivated, proactive problem solver, team oriented, and creative.
Bachelor’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field.
Must be authorized to work for any employer in the United States; visa sponsorship is not available.

Nice To Haves

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

Responsibilities

Respond in real time to customer support cases submitted through email, chat, and/or phone.
Analyze customer issues to identify and explain the core problem and potential solutions.
Stay current on product releases and learn multiple products to broaden the range of supported work.
Collaborate with team members to identify common patterns, agree on approaches, and resolve cases.
Maintain comprehensive case documentation in the customer relationship management (CRM) system to understand customers’ missions and activities.
Coach peers in areas of technical specialty and exchange insights and best practices.