• Embraceinnovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
• Empowerour customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
• Becomea 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.
• Be a mentor. Coach peers on areas of technical specialty. Exchange insights and best practices with peers.

Analysis Skills, Team Player, Geographic Information Systems (GIS), ESRI, Technical Delivery, Technical Support, Communication Skills, Problem Solving Skills, Identify Issues, Documentation, * 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, * Advance knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Professional experience in computer troubleshooting such as such as reading network traffic and configuring software
• Proficiency in cloud computing fundamentals and environments (Microsoft Azure or AWS)
• IT certifications, such as CompTIA A+, CompTIA Security+, and others
• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

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