Support Analyst l-Infrastructure

As a Support Analyst I, emphasizing your technical proficiency, you will delve into the fundamentals of Esri's robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking, databases, cloud computing, and software issue resolution. Your proactive and resourcef...

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.  

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 
Visa sponsorship is not available for this posting. Applicants must be authorized to work for any employer in the US.
Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field   
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 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 

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Total Rewards
Esri’s competitive total rewards strategy includes industry-leading health and welfare 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, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is
$68,640—$83,200 USD
The Company
At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.
If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!
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