Support Analyst ll-Infrastructure, Regulated Industries

Overview

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 on a rewarding journey with Esri where youll 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 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.
• Be a mentor. Coach peers on areas of technical 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 conceptsof 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
• US citizenship and willingness and ability to maintain a US Security Clearance
• Bachelors 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
• Masters degree in geography computer science GIS information technology environmental science natural resources or a related STEM field

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