Support Analyst I - Infrastructure

About the role

Esri is hiring a Support Analyst I in Charlotte, North Carolina, to provide technical support for its GIS platform. The role combines knowledge of GIS with IT principles such as networking, databases, cloud computing and software issue resolution, helping customers get the most out of location intelligence. The position is onsite.

Key responsibilities

• Provide high-quality technical support by responding in real time to customer needs through email, chat and phone.
• Analyze customer issues to identify the core problem and propose solutions.
• Stay current on new releases and learn multiple products to broaden the scope of supported work.
• Partner with teammates to find common patterns and agree on the best way to resolve cases.
• Maintain detailed case documentation in the CRM system to understand each customer's mission and activities.

Required profile

• Bachelor's degree in geography, computer science, GIS, information technology, environmental science, natural resources or a related STEM field.
• 1+ years of professional customer service experience in a similar position.
• Ability to learn configuration, usage and performance concepts of ArcGIS Online, ArcGIS Pro and ArcGIS Enterprise.
• Experience communicating with customers of varying technical levels in GIS and IT.
• Knowledge of IT frameworks including security, networking, installation, configuration and performance.
• Demonstrated experience with SAML (Active Directory Federation Services, Google Workspace, Okta, Shibboleth).
• Self-motivated, proactive problem solver, team-oriented and creative; visa sponsorship not available, US work authorization required.

Required skills

• ArcGIS Online, ArcGIS Pro and ArcGIS Enterprise
• SAML authentication (ADFS, Google Workspace, Okta, Shibboleth)
• Preferred: cloud computing (Azure or AWS), computer troubleshooting, and one or more programming languages (C#.NET, Java, C++, Swift, Kotlin, JavaScript)

What we offer

• Estimated base salary of $68,640-$83,200 USD.
• Medical, dental, vision, life insurance, 401(k) and profit sharing.
• Minimum 80 hours of vacation and 12 paid holidays.