Premium Support Analyst ll, Infrastructure

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

Overview

As a Support Analyst II, emphasizing your technical proficiency, 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 in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be 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 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 in areas 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 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
• 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. 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 of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Professional experience in computer troubleshooting such as reading network traffic and configuring software
• Proficiency in 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

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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—$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.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

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.

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