Note: The job is a remote job and is open to candidates in USA. Esri is a leading company in Geographical Information Systems (GIS) technology, dedicated to helping customers leverage location intelligence. The Support Analyst I role involves providing technical support, analyzing customer issues, and maintaining comprehensive documentation to enhance customer success with Esri's GIS platform.
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
Skills
- 1+ years of professional and customer service experience in a similar position, supporting similar responsibilities
- Ability to learn 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
- US citizenship and willingness and ability to maintain a US Security Clearance
- Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
- 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
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
- Opportunities for personal and professional growth
Company Overview
Esri is a software company that devolops geographic information system software, location intelligence, and mapping. It was founded in 1969, and is headquartered in Redlands, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.esri.com.