Support Analyst l-Infrastructure, Regulated… at Esri · Remote

Summary: Esri is a leading company in Geographical Information Systems (GIS) technology, dedicated to helping customers leverage location intelligence. The Support Analyst I role involves providing technical support, analyzing customer issues, and maintaining comprehensive documentation to enhance customer success with Esri's GIS platform. 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 Required Qualifications: - 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 - 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 Preferred Qualifications: - 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 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 Required Skills: ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise Important Skills: Cloud computing, SAML, Information technology frameworks Nice-to-Have Skills: Customer service, Technical aptitude, Bachelor’s degree, Programming languages Benefits: Medical, Dental, Vision, Basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, Minimum accrual of 80 hours of vacation leave, Twelve paid holidays throughout the calendar year, Opportunities for personal and professional growth