As a Support Analyst I at Esri, you will leverage your technical skills to provide exceptional support for the Geographical Information Systems (GIS) platform. You will work collaboratively in a dynamic environment, helping customers navigate complex challenges and maximize the benefits of location intelligence. Your role will involve staying updated on new releases and fostering teamwork to resolve customer issues effectively. Esri values creativity and a proactive approach, making it an ideal place for you to thrive and contribute to customer success.

• 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

• Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
• Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
• Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
• Partner with team members to identify common patterns, align on the best path forward, and solve cases.
• Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.