Overview

This is a great opportunity to learn about the latest Esri technology in this consultative support role. Join the team whose mission is to continue Esri’s long standing commitment of supporting and responding to our user community.

Responsibilities:

Provide high-quality technical support and customer service to Esri end users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting
Identify, understand, and articulate solutions for customer issues by means of web GIS knowledge including installation, usage, configuration, 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 customer relationship management (CRM) system
As a subject matter expert, author and tech edit knowledge articles available to internal and external users
Identify issues and log defects for software improvements
Work in other technical areas of software support as customer and business needs require
REQUIREMENTS
Ability to provide excellent customer service including strong troubleshooting, analytical, and problem-solving skills
Knowledge of or the ability to learn Windows and Linux operating systems including SSL, ports, web server permissions, load balancers, LAN/WAN technology, and installation, configuration, and performance of ArcGIS Enterprise and related technologies
Aptitude to gain understanding of systems administration and troubleshooting of multiple operating systems
Ability to patiently communicate technical information clearly and concisely
Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
Proficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistency
Strong prioritization skills including managing time and work load efficiently
Bachelor’s in GIS, geography, environmental science, computer science, management information systems, or other relevant field, depending on position level (master’s preferred)
Recommended Qualifications:

Background in software support or technical customer service with direct end user contact
Clear understanding of ArcGIS Enterprise architecture, applications, and functionality, including caching, geoprocessing, and geocoding
Knowledge of ArcGIS Pro, Web AppBuilder for ArcGIS, Collector for ArcGIS, ArcGIS GeoEvent Server, ArcGIS Online, Esri Business Analyst Server, and mobile device/applications usage related to GIS
Experience with IBM Cognos, MicroStrategy, Microsoft Dynamics CRM, SAP BusinessObjects, or big data
Expertise in Windows and/or Linux system architecture concepts and systems administration

About Esri

Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.