Overview
As a Support Analyst II, you will focus on leveraging your ArcGIS Platform expertise to apply product and technology best practices, identify solutions, and address complex challenges. Through hands-on problem-solving and collaboration, you’ll gain exposure to specialized industries and play a key role in helping customers achieve meaningful results. Your proactive and resourceful approach will drive creative solutions to our customers' most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS. At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion.
Responsibilities
- 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.
- Be a mentor. Coach peers on areas of technical specialty. Exchange insights and best practices with peers.
Requirements
- 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities
- Applied knowledge of the 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
- 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
Recommended Qualifications
- Advanced knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
- Esri Technical Certification
- Professional experience in computer troubleshooting such as such as reading network traffic, python, and/or configuring software
- 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.
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!
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email [email protected] and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.
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Skills Required
- 2+ years of professional and customer service experience in a similar position
- Applied knowledge of the usage and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise
- Experience communicating with customers with varying technical aptitudes in GIS and information technology
- Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
Esri Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Esri and has not been reviewed or approved by Esri.
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Healthcare Strength — Feedback suggests health coverage is a standout, with full company-paid medical, dental, and vision premiums frequently cited as uncommon and valuable. Comprehensive options, including mental health support and FSAs, reinforce confidence in core healthcare benefits.
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Affordable Benefits — Feedback suggests employer-paid premiums lower out-of-pocket costs, which many view as a meaningful offset to lower cash pay in some roles. This affordability underpins satisfaction with total compensation even when salaries are seen as moderate relative to tech hubs.
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Retirement Support — Feedback suggests 401(k) matching and profit sharing are valued components that strengthen long-term financial security. These programs contribute to a perception of stability and a well-rounded total rewards package.
Esri Insights
What We Do
As a leading location intelligence platform provider (Forrester Wave 2020), Esri empowers leaders with innovative tools to help create sustainable prosperity. Esri's customers drive digital transformation by embracing the power of location. We pioneer problem solving with GIS to help you see what others can’t. We build ArcGIS, the world’s most powerful mapping & spatial analytics software. ArcGIS software and apps combine mapping and data analytics to deliver location intelligence and meet digital transformation needs for organizations of all sizes.
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