Support Analyst ll-GIS Regulated Industries

Esri
Vienna
Workplace: OnsiteFull timeUSD 70,304 - 94,640 annuallyFunction: Product ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Customer communication","Problem-solving","Teamwork","Self-motivation","Mentoring"]

Provide high-quality technical support to customers using the ArcGIS Platform, responding to cases via email, chat, and phone. Analyze and troubleshoot complex GIS and location intelligence issues, stay current on product releases, and expand the range of supported tools across ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise. Maintain detailed CRM case documentation, collaborate with peers to resolve patterns, and coach others in your technical specialties.

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Esri
Esri
1 day ago

Support Analyst ll-GIS Regulated Industries

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Last checked: 10 hours agoStatus: Live

Job Summary

Provide high-quality technical support to customers using the ArcGIS Platform, responding to cases via email, chat, and phone. Analyze and troubleshoot complex GIS and location intelligence issues, stay current on product releases, and expand the range of supported tools across ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise. Maintain detailed CRM case documentation, collaborate with peers to resolve patterns, and coach others in your technical specialties.
Location: Vienna
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Respond in real time to customer needs for cases submitted via email, chat, and/or phone.
  • •Analyze customer issues to identify core problems and recommend potential solutions.
  • •Stay current on new releases and learn multiple products to expand supported GIS work.
  • •Collaborate with team members to identify patterns, align on next steps, and resolve cases.
  • •Maintain comprehensive case documentation in the CRM system and coach peers on technical specialty areas.

Pay and Benefits

Salary: USD 70,304 - 94,640 annually
Perks:Health InsuranceDentalVisionLife Insurance401kProfit SharingPaid LeavePaid Holidays

Key Requirements

  • •2+ years of professional and customer service experience in a similar support role.
  • •Applied knowledge of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise usage and performance concepts in an industry context.
  • •Ability to communicate with customers of varying technical aptitudes in GIS and information technology.
  • •Self-motivated, proactive problem solver, and team-oriented with a creative approach.
  • •Bachelor’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field.
Experience:2+ years
Education:Bachelor's
Skills:Customer communicationProblem-solvingTeamworkSelf-motivationMentoring
Certifications:Esri Technical Certification
Languages:English
Tech Stack:ArcGIS PlatformArcGIS OnlineArcGIS ProArcGIS EnterpriseCRMEmailChatPhoneNetwork trafficPythonGIS

Eligibility

Nationality:US National
Security Clearance:US Security Clearance

Company Brief

Esri
Provides geographic information system (GIS) software, location intelligence, mapping tools, and spatial analytics to governments, businesses, and researchers for visualizing, analyzing, and managing geographic data.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Redlands, United States
Founded: 1969
Glassdoor
Glassdoor: 4.1
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