Support Analyst II - Infrastructure, Regulated Industries

About the role

Esri is hiring a Support Analyst II for its infrastructure, regulated industries team in Redlands. The role provides high-quality technical support to customers who use the GIS platform, helping them get the most out of location intelligence. The position is onsite.

Key responsibilities

• Respond in real time to customer needs through email, chat and phone, and analyze issues to identify the core problem and possible solutions.
• Stay current on new releases and learn multiple products to broaden the scope of supported work on the Esri platform.
• Partner with teammates to find common patterns and agree on the best way to resolve cases.
• Maintain complete case documentation in the CRM system to understand each customer's mission and activities.
• Coach peers on technical specialties and share insights and best practices.

Required profile

• 2+ years of professional customer service experience in a similar position.
• Bachelor's degree in geography, computer science, GIS, information technology, environmental science, natural resources or a related STEM field.
• US citizenship and willingness and ability to maintain a US security clearance.
• Self-motivated, proactive problem solver, team-oriented and creative.

Required skills

• Applied knowledge of ArcGIS Online, ArcGIS Pro and ArcGIS Enterprise in an industry context.
• 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 (ADFS, Google Workspace, Okta, Shibboleth).
• Proficiency in at least one programming language (C#.NET, Java, C++, Swift, Kotlin or JavaScript).
• Preferred: cloud computing fundamentals (Azure or AWS), troubleshooting experience, IT certifications (e.g., CompTIA A+, Security+) and a Master's degree.

What we offer

• Estimated base salary of $70,304-$94,640 USD.
• Medical, dental, vision, life insurance, 401(k) and profit sharing.
• Minimum 80 hours of vacation and 12 paid holidays.