The role involves providing high-quality technical support to customers using the GIS platform, focusing on innovative solutions to complex challenges. You will work in a dynamic and collaborative environment, helping customers maximize the benefits of location intelligence. As part of the Esri team, you will stay current on product updates and mentor peers while maintaining comprehensive documentation. This position emphasizes customer success and teamwork in delivering exceptional global technical support.

• 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

• 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.
• Coach peers on areas of technical specialty and exchange insights and best practices with peers.