Premium Support Analyst II, Infrastructure

Esri • Charlotte, NC

23h • Onsite

About The Position

As a Support Analyst II, you will use your technical proficiency to support Esri’s GIS platform and its intersections with IT principles such as networking, databases, cloud computing, and software issue resolution. You will help customers use the GIS platform effectively and address complex technical challenges as part of a dynamic, collaborative team delivering global technical support.

The role focuses on providing responsive, high-quality customer support, analyzing technical issues, developing expertise across Esri products, collaborating with teammates, maintaining case records, and mentoring peers in areas of technical specialty.

Requirements

• At least 2 years of professional and customer service experience in a similar position, supporting similar responsibilities.
• Applied knowledge of configuration, usage, and performance concepts for 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 who is 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 unavailable.

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

• Provide high-quality technical support by responding in real time to customer cases submitted via email, chat, and/or phone.
• Analyze customer issues to identify, understand, and explain the core problem and potential solutions.
• Stay current on new releases and learn multiple products to expand the range of work supported across the Esri platform.
• Collaborate with team members to identify common patterns, agree on a path forward, and resolve cases.
• Maintain comprehensive case documentation in the customer relationship management (CRM) system to better understand customers’ missions and activities.
• Coach peers in areas of technical specialty and exchange insights and best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level