Overview

Be part of a team that provides world-class technical support, ensuring our customers succeed and make effective, intelligent geospatial decisions all around the globe. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high-performing environment.

Responsibilities

Provide high-quality technical support and customer service to Esri end users through effective communication and efficient troubleshooting
Identify, understand, and articulate solutions for customer issues, including the usage and performance of ArcGIS Enterprise and related technologies
Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative culture
Maintain comprehensive case documentation in the customer relationship management (CRM) system
Work in other technical areas of software support as needed such as Identifying issues and logging defects

Requirements

2+ years of professional or customer service experience in a similar position, supporting similar responsibilities
Professional experience providing customer service and troubleshooting with customers and users
Working knowledge of or the ability to learn Windows and Linux operating systems.
Ability to communicate with customers written and verbal of varying technical aptitudes in both GIS and information technology
Proficient time management skills
Strong understanding of information technology concepts to including security, networking, installation, configuration, and performance
Understanding of SAML such as: Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
Bachelor’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field

Recommended Qualifications

Professional experience with Esri software or various software systems
Background in software support or technical customer service with direct end-user contact
Proficient in cloud computing technologies such as Amazon Web Services, Microsoft Azure, Google Cloud
Working knowledge or the ability to learn the configuration, usage, and performance of ArcGIS Enterprise
Experience with current technology implementation patterns, including service-oriented and cloud
Master’s in geography, computer science, data science, engineering, mathematics, GIS, or a related field

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Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is

$58,240—$93,600 USD

The Company

At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email [email protected] and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

Esri Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.

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