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Support Analyst

2 months ago

Redlands, California, United States Esri Full time
Job Summary

We are seeking a highly skilled Support Analyst to join our team at Esri. As a Support Analyst, you will be responsible for providing world-class technical support to our customers, ensuring their success and making effective, intelligent geospatial decisions.

Key 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 Online, ArcGIS Pro, 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.
  • 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 or the ability to learn the configuration, usage, and performance of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise.
  • Ability to communicate with customers with varying technical aptitudes in GIS and information technology.
  • Proficient time management skills.
  • US citizenship and ability and willingness to obtain a security clearance.
  • Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.
Preferred Qualifications
  • Professional experience with Esri software or various software systems.
  • Understanding of network troubleshooting tools with the ability to troubleshoot network connections used by the ArcGIS products.
  • Master's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.
What We Offer

Esri's competitive total rewards strategy includes industry-leading health and welfare benefits, 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.