Premium Support Analyst II, Infrastructure
Core
Provide high-quality technical support for Esri's GIS platform (ArcGIS Online, Pro, Enterprise) via email, chat, and phone, resolving complex customer issues related to networking, databases, and cloud computing.
Role type
Senior IC technical support analyst (GIS/Infrastructure)
Builds
Customer success and effective usage of location intelligence solutions
Domain
Geospatial technology / IT Infrastructure
Deliverable
client delivery
Required skills
ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, SAML (ADFS, Okta, Shibboleth), C#/.NET/Java/C++/Swift/Kotlin/JavaScript, networking, database management, cloud computing fundamentals
Preferred skills
Esri software expertise, computer troubleshooting, Microsoft Azure or AWS, IT certifications (CompTIA A+, Security+)
Technologies
ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, ADFS, Okta, Shibboleth, Microsoft Azure, AWS
Responsibilities
Respond to customer needs in real-time via email, chat, and phone; analyze customer issues to identify core problems and articulate solutions; stay current on new releases and expand product knowledge; partner with team members to identify common patterns and solve cases; maintain comprehensive case documentation in CRM; coach peers on areas of technical specialty.
Seniority
Mid-level, hands-on IC