Support Analyst l-Infrastructure

Overview

As a Support Analyst I, emphasizing your technical proficiency, you will delve into the fundamentals of Esri's robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking, databases, cloud computing, and software issue resolution. 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.  

Requirements

• 1+ years of professional and customer service experience in a similar position, supporting similar responsibilities 
• Ability to learn 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 
• Be self-motivated, a proactive problem solver, team oriented, and creative 
• Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field   

Recommended Qualifications

• Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise  
• Understanding of cloud computing concepts and environments (Microsoft Azure or AWS)
• Proficiency in computer troubleshooting such as such as reading network traffic and configuring software
• Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript) 
• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field 

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