GIS Support Analyst II – Location Intelligence Expert

Esri

Charlotte (NC)

On-site

USD 70,000 - 95,000

Full time

24 hours ago

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Job summary

Esri is seeking a Support Analyst II to deepen proficiency with the GIS platform and its IT intersections, including networking, databases, and cloud concepts. You will resolve software issues and guide customers to maximize location intelligence benefits.

Join a collaborative team delivering global technical support and contribute to customer success and innovation. You will analyze complex issues, stay current on new Esri releases, document cases in the CRM, and mentor teammates while

Qualifications

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 AD FS, Google Workspace, Okta, and Shibboleth.
Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript).
Be self-motivated, a proactive problem solver, team oriented, and creative.
Visa Sponsorship is not available for this posting.
Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field

Responsibilities

Provide high-quality technical support in real-time to customer needs 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 expand the breadth of work supported within the Esri platform.
Partner with team members to identify patterns, align on best path forward, and solve cases.
Maintain comprehensive case documentation in the CRM system to understand customers’ missions and activities.
Coach peers and share insights and best practices.