Job Description
A Support Analyst II at Esri provides technical support and solutions for customers using the ArcGIS platform, helping them effectively utilize GIS technology and address complex challenges through collaboration, problem-solving, and expertise in Esri products.
Key Responsibilities
- Provide high-quality technical support to customers via email, chat, and phone.
- Analyze customer issues to identify core problems and potential solutions.
- Stay current on new releases and expand expertise across multiple Esri products.
- Collaborate with team members to identify patterns and resolve cases efficiently.
- Maintain comprehensive documentation of customer cases in CRM system.
- Coach and share best practices with peers to enhance team knowledge.
Requirements
- A minimum of 2 years of professional and customer service experience in a similar position, supporting similar responsibilities.
- Applied knowledge of the 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.
- 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.
Benefits & Perks
Compensation/salary range: $70,304 - $94,640 USD
Work schedule: Not specified
Work environment perks: Supportive culture encouraging creativity, collaboration, and passion
Additional benefits: Industry-leading health and welfare benefits (medical, dental, vision, basic and supplemental life insurance), 401(k) and profit-sharing programs, minimum of 80 hours of vacation leave, twelve paid holidays, opportunities for personal and professional growth
Ready to Apply?
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