Support Analyst-Enterprise Architecture, Regulated Industries

OverviewBe part of a team that provides world-class technical support, ensuring our customers succeed and make effective, intelligent geospatial decisions all around the globe. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high-performing environment.ResponsibilitiesProvide 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 Enterprise and related technologies.Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative culture.Maintain comprehensive case documentation in the customer relationship management (CRM) system.Work in other technical areas of software support as needed such as identifying issues and logging defects.Requirements2+ 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 of or the ability to learn Windows and Linux operating systems.Ability to communicate with customers written and verbal of varying technical aptitudes in both GIS and information technology.Proficient time management skills.Strong understanding of information technology concepts including security, networking, installation, configuration, and performance.Understanding of SAML such as: Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth.Bachelor's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.US citizenship and ability and willingness to obtain a security clearance.Recommended QualificationsProfessional experience with Esri software or various software systems.Background in software support or technical customer service with direct end-user contact.Proficient in cloud computing technologies such as Amazon Web Services, Microsoft Azure, Google Cloud.Working knowledge or the ability to learn the configuration, usage, and performance of ArcGIS Enterprise.Experience with current technology implementation patterns, including service-oriented and cloud.Master's in geography, computer science, data science, engineering, mathematics, GIS, or a related field.The CompanyAt Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life's best work.

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