Support Analyst ll-Infrastructure, Regulated Industries
Core
Provide high-quality technical support and guidance to customers on complex GIS platform challenges, utilizing location intelligence to drive creative solutions.
Role type
Level II Infrastructure Support Analyst (GIS)
Builds
Esri GIS platform solutions (ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise) for global customers
Domain
Geographic Information Systems (GIS) and Information Technology
Deliverable
client delivery
Required skills
Technical support, problem analysis, SAML identity management (ADFS, Okta, Shibboleth), programming (C#, .NET, Java, C++, Swift, Kotlin, JavaScript), IT frameworks (security, networking, configuration), case documentation, peer mentoring
Preferred skills
Cloud computing (Azure, AWS), network traffic analysis, software configuration, advanced Esri software knowledge
Technologies
ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, Microsoft Azure, AWS, Active Directory Federation Services, Google Workspace, Okta, Shibboleth
Responsibilities
Respond to customer needs via email, chat, and phone; analyze issues to identify core problems and solutions; stay current on new releases and expand product knowledge; partner with team members to solve cases; maintain comprehensive case documentation in CRM; coach peers on technical specialties
Seniority
Mid-level, hands-on IC