Support Analyst ll, Infrastructure Regulated Industries

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 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 on 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 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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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!

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