Support Analyst ll, Infrastructure Regulated Industries
About The Position
As a Support Analyst II, emphasizing your technical proficiency, you will delve into the fundamentals of Esri's robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking, databases, cloud computing, and software issue resolution. Your proactive and resourceful approach will drive creative solutions to our customers' most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS. At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion.
Requirements
- 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
- Applicants must be authorized to work for any employer in the US.
- 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 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
Responsibilities
- Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
- Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
- Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
- Partner with team members to identify common patterns, align on the best path forward, and solve cases.
- Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
- Coach peers on areas of technical specialty.
- Exchange insights and best practices with peers.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
