Support Analyst l-Infrastructure

PowerToFly; Charlotte (NC); On-site; USD 70,304 - 83,200; Full time

Benefits offered by this job

Health and welfare benefits

401(k) and profit-sharing programs

80 hours of vacation leave

Job summary

ESRI in Charlotte, North Carolina, is seeking a Support Analyst I to provide high-quality technical support and empower customers in using Esri’s GIS platform effectively. You will analyze customer issues, maintain thorough case documentation, and collaborate with your team to find optimal solutions.

The ideal candidate has a Bachelor's degree in a related field and experience in customer service and technical support, and will contribute to a supportive team that encourages creative problem-solving.

Qualifications

• 1+ years of professional experience in a similar position.
• Ability to learn the configuration and usage of ArcGIS software.
• Experience communicating with customers with varying technical aptitudes.

Responsibilities

• Provide high-quality technical support to customers.
• Analyze customer issues to identify solutions.
• Maintain comprehensive case documentation in the CRM system.

Skills

Customer service experience

Technical proficiency in GIS

Problem solving

Self-motivation

Communication skills

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

Active Directory Federation Services (ADFS)

Microsoft Azure

AWS

Job description

Overview

As a Support Analyst I, 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.

Requirements

• 1+ years of professional and customer service experience in a similar position, supporting similar responsibilities.
• Ability to learn 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.
• Be self‑motivated, a proactive problem solver, team oriented, and creative.
• Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field.

Recommended Qualifications

• Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise.
• Understanding of cloud computing concepts and environments (Microsoft Azure or AWS).
• Proficiency in computer troubleshooting such as reading network traffic and configuring software.
• Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript).
• 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.

Salary: $70,304 — $83,200 USD

Equal Opportunity Employer

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.