Tier 1 - English Analyst

Esri Malaysia; Shah Alam; On-site; MYR 39,000 - 61,000; Full time

Job summary

Esri Malaysia is seeking a Technical Support Analyst to join a team delivering exceptional customer experiences for the ArcGIS platform. This 24-month contract role is entry/junior level and includes night shifts to support clients across multiple time zones.

You will troubleshoot across ArcGIS Pro, Enterprise, Online, Desktop, and geodatabases; document cases; and contribute to knowledge bases while growing your GIS and technical skills in a collaborative, customer-focused environment.

Qualifications

• Bachelor's degree in GIS or related field; master's degree is an advantage.
• Strong GIS concepts and ArcGIS knowledge across deployments.
• Excellent English communication and problem-solving skills.

Responsibilities

• Deliver outstanding technical support via phone, email, and chat channels.
• Troubleshoot and resolve issues across ArcGIS Pro, ArcGIS Enterprise, ArcGIS Online, ArcGIS Desktop, and enterprise geodatabases.
• Diagnose complex system, installation, configuration, and performance-related issues using Esri and related technologies.
• Maintain accurate and comprehensive case documentation within the CRM system.
• Contribute to the development of knowledge articles, technical documentation, and best practices for customers and internal teams.
• Collaborate with product and development teams by identifying trends, reporting defects, and recommending product enhancements.
• Thrive in a dynamic, customer-centric environment while supporting evolving business and customer needs.
• Continuously expand technical expertise across the ArcGIS ecosystem and related technologies.

Skills

GIS concepts

ArcGIS familiarity

Customer service

Analytical thinking

Education

Bachelor's Degree in GIS

Master's degree advantageous

Tools

ArcGIS Pro

ArcGIS Enterprise

ArcGIS Online

CRM systems

Job description

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Malaysia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

Please note this is a 24-month contract which will include night shifts. This is an entry/junior level position. You must hold Malaysian citizenship to be considered.

About the Role

Join Esri Malaysia and become part of a team that empowers organizations through the world's leading GIS technology. As a Technical Support Analyst, you will play a key role in delivering exceptional customer experiences by helping users maximize the value of the ArcGIS platform.

Key Responsibilities

• Deliver outstanding technical support through phone, email, and chat channels, ensuring timely and effective resolution of customer issues.
• Troubleshoot and resolve technical challenges across ArcGIS Pro, ArcGIS Enterprise, ArcGIS Online, ArcGIS Desktop, and enterprise geodatabases.
• Diagnose complex system, installation, configuration, and performance-related issues using Esri and related technologies.
• Maintain accurate and comprehensive case documentation within the CRM system.
• Contribute to the development of knowledge articles, technical documentation, and best practices for customers and internal teams.
• Collaborate with product and development teams by identifying trends, reporting defects, and recommending product enhancements.
• Thrive in a dynamic, customer-centric environment while supporting evolving business and customer needs.
• Continuously expand technical expertise across the ArcGIS ecosystem and related technologies.

About You

You are a customer-focused problem solver who enjoys tackling technical challenges, learning new technologies, and helping customers succeed. You combine strong GIS knowledge with excellent communication skills and a passion for delivering exceptional service.

What You'll Bring

• Bachelor's Degree in GIS, Geography, Geoinformatics, Geomatics, Environmental Science, Geoscience, Remote Sensing, Computer Science, Information Technology, Management Information Systems, or a related discipline. A master's degree is an advantage.
• Strong understanding of GIS concepts, principles, and real-world applications.
• Experience or familiarity with ArcGIS solutions, including deployment, configuration, administration, and troubleshooting of ArcGIS Enterprise technologies.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong verbal and written communication skills in English, with the ability to explain technical concepts clearly to diverse audiences.
• Basic understanding of systems administration and troubleshooting across different operating systems.
• Ability to manage priorities effectively and perform well in a fast-paced environment.
• Strong learning agility with the ability to quickly acquire new technical knowledge and adapt to changing technologies.
• A collaborative mindset, positive attitude, and commitment to delivering exceptional customer service.
• Alignment with Esri Malaysia's core values and culture of innovation, teamwork, and customer success.