Premium Support Analyst II, Infrastructure

Esri; Charlotte (NC); On-site; USD 70,000 - 95,000; Full time

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.

Skills

GIS knowledge

Customer service

Programming languages

Education

Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field

Tools

ArcGIS Online

ArcGIS Pro

ArcGIS Enterprise

Job description

Overview

As a Support Analyst II, emphasizing your technicalproficiency, you will delve into the fundamentals of Esri's robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking, databases, cloud computing, and software issue resolution.Your proactive and resourceful approach will drive creative solutions to our customers' most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers inutilizingthe GIS platform effectively to further increase the benefits of location intelligence.Embark on a rewarding journey with Esri, whereyou'llbe part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS.At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion.

Responsibilities

• Embrace innovative thinking.Provide high-quality technical support by responding in real-time to customer needs in casessubmittedvia email, chat, and/or phone interactions.
• Empower our customers to be successful.Analyze customer issues toidentify, 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 toidentifycommon 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 peersonareas of technical specialty.Exchange insights and best practices with peers.

Requirements

• 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities
• Applied knowledge of the configuration, usage, and performance conceptsof 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
• Proficiencywith 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. 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

Recommended Qualifications

• Advance knowledge ofEsri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Professional experienceincomputertroubleshooting such assuch as reading network trafficand configuringsoftware
• Proficiencyin cloud computing fundamentals and environments (Microsoft Azure or AWS)
• IT certifications, such as CompTIA A+, CompTIA Security+, and others
• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is: $70,304 USD - $94,640 USD

The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

Equal Opportunity

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email [e-mail] and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Privacy

Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.