Job Description
This role involves providing consultative technical support to Esri users through various communication channels, while also managing accounts and facilitating customer success strategies. The position requires a blend of technical expertise and customer service skills to assist clients effectively.
Key Responsibilities
- Facilitate and oversee technical support services
- Provide technical expertise to Esri support customers and business partners
- Perform account management through Esri Premium Support entitlements
- Maintain a high level of industry knowledge of state and local government disciplines
- Provide sales support for account teams
- Implement customer success strategies into support services
- Manage incident during SaaS outages or service disruptions
- Facilitate technical support for the Esri Disaster Response Program
- Manage and review software hotfix requests
- Mentor and train new TAMs within the Strategic Customer Service team
- Provide high quality escalation management on high priority technical support cases
- Generate reports and dashboards for technical support operations
Requirements
- Bachelor's Degree in Computer Science, Information Technology, GIS, Geography, or a related field of study
- Two (2) years of experience in the job offered or related occupation in which the required experience was gained
- Demonstrated experience with SQL Server, PostgreSQL or Oracle
- Demonstrated experience with Linux
- Demonstrated experience with ArcGIS
- Demonstrated experience with Salesforce
Benefits & Perks
Compensation/salary range: 68,640 - 85,000 USD
401k and profit-sharing programs
Minimum accrual of 80 hours of vacation leave
Twelve paid holidays throughout the calendar year
Industry-leading health and welfare benefits (medical, dental, vision, basic and supplemental life insurance for employees and their families)
Opportunities for personal and professional growth
Ready to Apply?
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