GIS Support Engineer II - Expert Tech & Customer Success

Telemetry Today LLC; Charlotte (NC); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Total rewards program

Job summary

Esri, a leader in Geographic Information Systems, is seeking a Support Analyst II to deepen technical proficiency across ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise while delivering high-quality customer support. You will work in a collaborative, global team, resolving complex issues and guiding customers to maximize location intelligence benefits.

As part of Esri, you will stay current on releases, document cases in CRM, and mentor peers.

Qualifications

• 2+ years of professional and customer service experience in a similar position.
• 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.
• Be self-motivated, a proactive problem solver, team oriented, and creative.
• Visa Sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US.
• Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field

Responsibilities

• Embrace innovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
• Empower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
• Become a technical expert. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
• Fostering an environment of helpfulness and collaboration. Partner with team members to identify common patterns, align on the best path forward, and solve cases.
• Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
• Be a mentor. Coach peers on areas of technical specialty. Exchange insights and best practices with peers.

Skills

ArcGIS Online

ArcGIS Pro

ArcGIS Enterprise

SAML

ADFS

Okta

Google Workspace

Networking

Security

Customer service

Problem solving

Teamwork

Education

Bachelor's degree in Geography / GIS / IT

Tools

Microsoft Azure

AWS

CRM systems

Job description

Esri, a leader in Geographic Information Systems, is seeking a Support Analyst II to deepen technical proficiency across ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise while delivering high-quality customer support. You will work in a collaborative, global team, resolving complex issues and guiding customers to maximize location intelligence benefits.

As part of Esri, you will stay current on releases, document cases in CRM, and mentor peers.