2+ years of customer service experience in technical support
Proficient in ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise
Strong communication skills with diverse technical aptitudes
Understanding of IT frameworks: security, networking, installation
Experience with SAML technologies like ADFS and Okta
Knowledge of programming languages including C#, Java, and JavaScript
Willingness to maintain a US Security Clearance
Bachelor's degree in a STEM field related to GIS or IT
Responsibilities
Provide high-quality technical support via email, chat, and phone interactions
Analyze and articulate customer issues to provide effective solutions
Stay current on Esri products and expand technical expertise
Collaborate with teammates to identify patterns and solve cases
Maintain comprehensive case documentation in CRM systems
Mentor and coach peers on technical specialty areas
Benefits
Industry-leading health and welfare benefits
401(k) and profit-sharing programs
Minimum of 80 hours of vacation leave
Twelve paid holidays annually
Opportunities for personal and professional growth
Full Job Description
Responsibilities
Embraceinnovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
Empowerour customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
Becomea 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
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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
$70,304-$94,640 USD
About Esri
Esri is a global leader in geographic information system (GIS) software, location intelligence, and mapping. The company was founded in 1969 and is headquartered in Redlands, California. Esri's software is used by governments, businesses, and non-profit organizations worldwide to analyze and visualize data in order to make better decisions. The company's flagship product, ArcGIS, is a powerful mapping and analytics platform that allows users to create, manage, and share geographic information. Esri has a strong commitment to sustainability and social responsibility, and works to promote environmental stewardship and social equity through its products and services.
