Support Analyst ll-Infrastructure, Regulated Industries

Esri
United States
Workplace: OnsiteFull timeUSD 70,304 - 94,640 annuallyFunction: Product ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Teamwork","Customer service","Mentoring"]

Serve as a front-line technical support specialist for Esri's GIS platform, helping customers maximize location intelligence through ArcGIS Online/Pro/Enterprise. You will diagnose issues, document cases in CRM, stay current on product releases, mentor peers, and collaborate with teammates to resolve complex customer cases, enabling successful usage and increased customer satisfaction.

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FursaFursa
Esri
Esri
4 months ago

Support Analyst ll-Infrastructure, Regulated Industries

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as a front-line technical support specialist for Esri's GIS platform, helping customers maximize location intelligence through ArcGIS Online/Pro/Enterprise. You will diagnose issues, document cases in CRM, stay current on product releases, mentor peers, and collaborate with teammates to resolve complex customer cases, enabling successful usage and increased customer satisfaction.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key 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 CRM system to better understand the mission and activities of our customers.

Pay and Benefits

Salary: USD 70,304 - 94,640 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key 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
Experience:2+ yearsGISEsriLocation intelligenceCustomer support
Education:Bachelor's in Geography, Computer Science, GIS
Skills:CommunicationProblem-solvingTeamworkCustomer serviceMentoring
Certifications:CompTIA A+CompTIA Security+
Languages:English
Tech Stack:ArcGIS OnlineArcGIS ProArcGIS EnterpriseSAMLADFSGoogle WorkspaceOktaShibbolethC#.NETJavaC++SwiftKotlinJavaScriptAzureAWS

Eligibility

Nationality:US National

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
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Glassdoor: 4.1
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