[Remote] Support Analyst l-Infrastructure, Regulated Industries

Note: The job is a remote job and is open to candidates in USA. Esri is a leading company in Geographical Information Systems (GIS) technology, dedicated to helping customers leverage location intelligence. The Support Analyst I role involves providing technical support, analyzing customer issues, and maintaining comprehensive documentation to enhance customer success with Esri's GIS platform.ResponsibilitiesEmbrace innovative thinking. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactionsEmpower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutionsBecome a technical expert. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platformFostering an environment of helpfulness and collaboration. Partner with team members to identify common patterns, align on the best path forward, and solve casesUnderstand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customersSkills1+ years of professional and customer service experience in a similar position, supporting similar responsibilitiesAbility to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry contextExperience communicating with customers with varying technical aptitudes in GIS and information technologyKnowledge of information technology frameworks, including security, networking, installation, configuration, and performanceDemonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and ShibbolethBe self-motivated, a proactive problem solver, team oriented, and creativeUS citizenship and willingness and ability to maintain a US Security ClearanceBachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM fieldProfessional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or EnterpriseUnderstanding of cloud computing concepts and environments (Microsoft Azure or AWS)Proficiency in computer troubleshooting such as reading network traffic and configuring softwareProficiency 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 fieldBenefitsMedicalDentalVisionBasic and supplemental life insurance for employees (and their families)401(k) and profit-sharing programsMinimum accrual of 80 hours of vacation leaveTwelve paid holidays throughout the calendar yearOpportunities for personal and professional growthCompany OverviewEsri is a software company that devolops geographic information system software, location intelligence, and mapping. It was founded in 1969, and is headquartered in Redlands, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.esri.com.



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