Esri
Geographical Information Systems (GIS)
SupportAnalystI
Neural analysis suggests this role is
optimal for Entry candidates.
“Support Analyst I at Esri. Skills: GIS, Technical support, Customer service. Provide high-quality technical support. Respond in real-time to customer needs”
What You'll Achieve.
Empower our customers to be successful; Increase the benefits of location intelligence
Industry & Context.
Proactive problem solver; Analyze customer issues to identify, understand, and articulate the core problem and potential solutions
What They're Looking For.
Must Have
1+ years of professional and customer service experience, Ability to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise, 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
Nice to Have
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
What You'll Do.
Provide high-quality technical support
Respond in real-time to customer needs
Analyze customer issues
Identify core problem and solutions
Stay current on new releases
Learn multiple products
Partner with team members
Identify common patterns
Align on best path forward
Maintain comprehensive case documentation
How You'll Work.
Team & Collaboration
Partner with team members to identify common patterns; Align on the best path forward; Foster an environment of helpfulness and collaboration
Communication Scope
Experience communicating with customers with varying technical aptitudes
Full Job Description
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 re
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