Job Description:

Support Analyst - Desktop, Regulated Industries

Location

US-CA-Redlands

Overview

Great software requires hard work by incredibly smart people. Esri Support Services has developed an identity by making sure that we're helpful whenever there is a need. 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. Come be part of a team that provides world-class technical support, ensuring our customers achieve success and make effective, smart geospatial decisions all around the globe.

Responsibilities

Provide high-quality technical support and customer service to Esri end users through effective communication and efficient troubleshooting
• Resolve technical issues related to ArcGIS for Pro, ArcGIS Desktop and ArcGIS Online using Esri tools and other 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


• As a subject matter expert, author and edit knowledge articles available to internal and external users


• Identify issues and log defects for software improvements


• Work in other technical areas of software support as customer and business needs require

Requirements

• Ability to provide outstanding customer service through troubleshooting and analytical skills


• Solid understanding of GIS theory and experience with GIS applications


• Willingness to understand a broad range of software and how this software works together to form the Esri ArcGIS platform


• Ability to communicate technical information clearly and concisely with customers of varying technical aptitudes


• Proficient written and verbal communication skills


• Strong prioritization skills including managing time and work load efficiently


• US citizenship and ability and willingness to obtain a security clearance


• Bachelor's or master's in geography, computer science, engineering, mathematics, GIS, or a related field

Recommended Qualifications

• Background in software support or technical customer service with direct end user contact


• Knowledge of how ArcGIS Pro/ArcGIS Desktop and ArcGIS Enterprise function together


• Advanced knowledge of one or more of the following: Experience with Python scripting and debugging of scripts


• Reading error, crash and performance-based logs


• Advanced Raster functionality and concepts


• ArcGIS Desktop Extensions: ArcGIS Network Analyst, ArcGIS Spatial analyst, ArcGIS Data interoperability, ArcGIS 3D Analyst, ArcGIS Roads and Highways, etc.


• Esri Business Analyst Desktop


• Topology, parcel fabrics, schematics.


• ArcGIS Online (Publishing from Desktop applications, general administration)


• Knowledge of geospatial and mapping concepts such as spatial analysis, map projections, etc.


• Experience with Esri software including ArcGIS Pro/Desktop, ArcGIS Enterprise, ArcGIS Online, and their associated COTS solutions

The Company

Our passion for improving quality of life through geography is at the heart of everything we do. Esri's geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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