Technical Support Analyst

VertiGIS Ltd.; Deutschland; Vor Ort; EUR 45.000 - 70.000; Vollzeit

Benefits dieser Stelle

Health and retirement benefits

4 weeks vacation

Maternity and parental leave top-ups

Flexible hybrid/remote model

Lunchtime yoga and facilities

Zusammenfassung

VertiGIS is seeking a technically skilled support analyst to deliver B2B assistance for our web-based GIS solutions. You will resolve issues, perform remote troubleshooting, and advise customers on optimizing VertiGIS Studio/Networks deployments.

Expect collaboration with development and QA teams and active participation in support centers. The role emphasizes strong communication, multilingual capabilities, and experience supporting enterprise software suites on Windows Server/IIS/Active

Qualifikationen

• Must have post-secondary background in computer science or equivalent experience.
• Strong problem-solving and customer-service mindset.
• Experience with remote software support for enterprise solutions.

Aufgaben

• Provide world-class B2B support for VertiGIS Studio or Networks.
• Troubleshoot via phone and email; perform remote support sessions.
• Advise customers on achieving goals with VertiGIS software.
• Track support activities using Zendesk and NetSuite.
• Engage with online Support Center and contribute to forums.
• Collaborate with Development and QA teams to advocate for customers.

Kenntnisse

Troubleshooting

Customer care

Communication

Multilingual

Zendesk

Azure DevOps

Containers

C#

.NET

Python

Windows Server

IIS

Active Directory

GIS knowledge

Ausbildung

Post-secondary degree in Computer Science or related field

Tools

Zendesk

Azure DevOps

Containers

Windows Server

IIS

Active Directory

Jobbeschreibung

Overview

At VertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri’s ArcGIS. We help professionals overcome complex technical challenges to make a meaningful impact.

VertiGIS offers challenging and meaningful careers. Our employees contribute to a culture built on attitude, interests, and skills. We value diverse educational, cultural, and professional backgrounds and strive for great work, mutual growth, and a sense of fun.

The Position

Our technical support team is a group of highly skilled analysts who provide B2B support, informed advice, and insights for VertiGIS’ web-based mapping software to clients and partners worldwide. This role involves a low volume of requests per day (approximately 15–25) requiring research, code analysis, and lengthy remote support sessions with our customers.

Responsibilities

• Provide world-class support services to a diverse customer base, from GIS professionals to IT experts.
• Work directly with customers and partners via phone and email to troubleshoot and resolve issues related to a VertiGIS Studio or VertiGIS Networks implementation and the prerequisite infrastructure.
• Provide consulting to customers on how best to achieve their goals with VertiGIS software, including analysis and implementation of requirements.
• Track and manage support activities using Zendesk and NetSuite.
• Actively participate with customers via the online VertiGIS Support Center and contribute to forums and knowledge articles to foster online relationships.
• Collaborate with Development and Quality Assurance teams to advocate on behalf of customers.
• Perform other duties or special projects as required.

Job requirements

• Enthusiasm and a passion for technology with an eagerness to solve complex software issues; enjoys puzzles, even when pieces are missing.
• Genuine dedication to customer care and service, and a preference for making customers happy.
• Excellent technical and logical troubleshooting skills.
• Exceptional communication skills.
• Aptitude for learning new technologies with minimal supervision.
• Experience providing remote software support for an integrated enterprise-level software solution.
• Experience supporting a web-based software application suite.
• Experience configuring enterprise software to work with Microsoft Windows Server, IIS, and Active Directory.
• Experience with any of the following technologies: Zendesk, Azure DevOps, containers, C#, .NET, and Python.
• Experience operating within a large organization (e.g., public utility, energy company, or government).
• A clear understanding of GIS and cartographic theory and related applications.
• Proficiency in multiple languages.
• Post-secondary background in computer science or equivalent experience.

Compensation, benefits, and working model

• Competitive total compensation with direct and indirect components, including salary, health care and retirement benefits, variable pay, and paid time off.
• Transparent pay ranges aligned with compensation philosophy and role requirements.
• Fair and equitable salaries, profit sharing, and a comprehensive benefits program for employees and their families.
• Health and lifestyle spending account, RRSP matching, and a 4 weeks vacation to start (5 weeks after 5 years).
• Maternity and parental leave top-ups, book budget, and company-sponsored events.
• Flexible working arrangements with a choice between hybrid or remote models; a Victoria headquarters option is available with supportive facilities.
• High-end hardware and equipment, secure bike storage and showers, and lunchtime yoga.

DEI and accommodations

At VertiGIS, we foster a diverse, equitable, and inclusive workplace where everyone feels safe, respected, and valued. We encourage applicants from all backgrounds and will provide accommodations upon request during the recruitment process.