Support Analyst ll-Infrastructure, Regulated Industries

About the role

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 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 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
• 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
• 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
• #LI-DS5
• #LI-Onsite

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