GIS Support Analyst II — Expert Troubleshooter

Socket.dev; Redlands (CA); On-site; USD 70,304 - 94,640; Full time

Job summary

Esri is seeking a Support Analyst II in Redlands, CA to provide high-quality technical support for the GIS platform across email, chat and phone channels. You will analyze customer issues, stay current on product releases, and mentor peers while expanding product knowledge to cover ArcGIS Online, ArcGIS Pro and ArcGIS Enterprise.

The role emphasizes collaboration, proactive problem solving, and strong IT/security awareness within a global support team. A relevant bachelor’s degree is required.

Qualifications

• 2+ years of professional and customer service experience in a similar position.
• Applied knowledge of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise in an industry context.
• Experience communicating with customers with varying technical aptitudes in GIS and IT.
• Knowledge of IT frameworks including security, networking, installation, configuration and performance.
• Experience with SAML/ADFS/Google Workspace/Okta/Shibboleth.
• Programming language proficiency (C#, .NET, Java, C++, Swift, Kotlin or JavaScript).
• Self-motivated, proactive, team-oriented and creative.
• Bachelor’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or related STEM field.

Responsibilities

• Provide high-quality technical support via email, chat, and/or phone.
• Analyze customer issues to identify core problems and potential solutions.
• Stay current on Esri releases and learn multiple products to expand supported breadth.
• Collaborate with team members to identify patterns and solve cases.
• Maintain comprehensive case documentation in the CRM.
• Mentor peers in areas of technical specialty.

Job description

Esri is seeking a Support Analyst II in Redlands, CA to provide high-quality technical support for the GIS platform across email, chat and phone channels. You will analyze customer issues, stay current on product releases, and mentor peers while expanding product knowledge to cover ArcGIS Online, ArcGIS Pro and ArcGIS Enterprise.

The role emphasizes collaboration, proactive problem solving, and strong IT/security awareness within a global support team. A relevant bachelor’s degree is required.