Job Description
A technical support role focused on assisting customers with GIS platform products such as ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise, by providing expert guidance, troubleshooting, and fostering customer success in a collaborative environment.
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, align on solutions, and resolve cases.
- Maintain comprehensive documentation of customer cases in CRM system.
- Coach peers on technical areas and share best practices.
Requirements
- Minimum of 2 years of professional and customer service experience in a similar position supporting technical responsibilities related to GIS or information technology.
- Applied knowledge of the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise within 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, including C, .NET, Java, C++, Swift, Kotlin, or JavaScript.
- Must be self-motivated, proactive problem solver, team-oriented, and creative.
- U.S. citizenship and the willingness and ability to maintain a U.S. 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: Twelve paid holidays throughout the calendar year, minimum of 80 hours of vacation leave
Work environment perks: Supportive culture that encourages 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, opportunities for personal and professional growth
Ready to Apply?
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