Support Engineer

3-Gis, LLC; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

A leading technology company seeks a Support Engineer to assist customers with the 3-GIS application suite and upgrades. The role involves technical support, training clients, improving customer satisfaction, and collaborating with various teams. Ideal candidates should have a Bachelor's degree, experience with Esri solutions, and a solid background in customer service.

Qualifications

• 3-5 years of experience with Esri solutions.
• Experience in Customer Service in a software environment.
• Detail-oriented, organized, and quality focused.

Responsibilities

• Provide superior customer support and troubleshoot client issues with 3-GIS software.
• Educate customers on products and services.
• Train clients on product operations and functionality.

Skills

Decision making

Problem solving

Conflict resolution

Analytical skills

Customer Service

Time management

Education

Bachelor's Degree in a related field

Tools

Jira

PostgreSQL

Oracle

MSSQL

AWS

Job description

Please review our open positions and apply to the positions that match your qualifications.

Summary:
The Support Engineer provides assistance for Customers for upgrades, complex issues the for the configuration of the 3-GIS application suite, ESRI ArcGIS server, 3-GIS Mobile application software as well as general support where needed.

Essential Functions:

• Provide superior customer support and troubleshoot client issues with 3-GIS software and assist clients in exceeding their expectations for their use of the 3-GIS software with a focus on upgrades.
• Educate customers on our products and services and how best to leverage them in their daily operations
• Proactively identify best practices/workflow changes to improve customer satisfaction.
• Work collaboratively with other 3-GIS teams (Sales, Product, Development, PMO) to get the right answers for our customers and collaborate with leadership to improve customer experience.
• Follow processes or policies to help improve overall support metrics and CS operations
• Configure 3-GIS software, web services and database software
• Test new software functionality and bug fixes
• Train clients on product operations, functionality, and usage
• Consult clients on new projects and implementation of software and services
• Train new team members and serves as a mentor for new hires
• Track and report data from calls and chats for high-priority customer issues
• Other customer success support duties as assigned
• Proficiency in ticketing support tools like Jira
• Database troubleshooting
• Advanced understanding of Esri tools, functions, and licensing
• Serve as key contact for customer upgrades
• Work with Live Ops to complete 3-GIS Live Hosted customer upgrades include key architecture choices
• Maintain communication with 3-GIS LIVE Ops team to understand changes/processes and impacts
• Responsible for Customer facing Esri Licensing documentation, understanding, and Delivery
• This position includes the responsibility to manage one or more of the following:
  • Esri Licensing for 3-GIS Live Administration
  • Management of 3-GIS Product Standard Deployment package
  • Assist Product Documentation with key Knowledge Base documentation

Requirements:

• Bachelor's Degree in a related field
• Strong decision making and leadership capabilities
• Excellent analytical, problem-solving, conflict resolution, and decision-making skills.
• 3-5 years of experience with Esri solutions.
• Detail-oriented, organized, and quality focused.
• Strong planning and time management skills
• Experience in Customer Service in a software environment

Preferred Skills:

• 3-GIS Upgrade experience
• Advanced experience with one or more of the following databases:
  • PostgreSQL
  • Oracle
  • MSSQL
• Experience with Python or similar scripting languages
• Experience troubleshooting web-based application system architecture (on-premises, cloud, hybrid)
• Experience troubleshooting Windows Server, IIS, 3-GIS solutions and user workflow
• AWS Certification(s)

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