Support Analyst ll-GIS Regulated Industries

Esri • Redlands, CA

7d

About The Position

As a Support Analyst II, you will focus on leveraging your ArcGIS Platform expertise to apply product and technology best practices, identify solutions, and address complex challenges. Through hands-on problem-solving and collaboration, you’ll gain exposure to specialized industries and play a key role in helping customers achieve meaningful results. 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 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
• 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

• Advanced knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Esri Technical Certification
• Professional experience in computer troubleshooting such as such as reading network traffic, python, and/or configuring software
• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

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.

Benefits

• Esri’s competitive total rewards strategy includes industry-leading health and welfare 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, and opportunities for personal and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees