Customer Support Engineer

The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Hexagon business unit, and our product development organization. They will have a keen understanding of Hexagon’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.

 

Key Responsibilities

• Provide Tier 1 and Tier 2 support for customer inquiries related to GIS features, functionality, and integration with ESRI-based platforms (ArcGIS Server, ArcGIS Online, ArcMap, ArcGIS Pro, etc.).
• Troubleshoot spatial data-related issues, map service configuration problems, and coordinate system mismatches.
• Assist customers with map publishing, feature services, and base layer integrations.
• Educate and guide customers on GIS best practices within the context of our product suite.
• Collaborate with Product, Engineering, and Professional Services teams to escalate and resolve complex GIS-related issues.
• Maintain and update knowledge base articles and technical documentation specific to GIS functionality.
• Perform testing and validation of GIS configurations in customer environments during onboarding or incident resolution.
• Participate in customer meetings, training sessions, or implementation planning calls when GIS expertise is needed.

Qualifications

• 2+ years of experience supporting or working with ESRI GIS tools (ArcGIS Pro, ArcGIS Server, ArcGIS Online, etc.).
• Familiarity with geospatial data types (shapefiles, feature services, web maps, tile layers) and coordinate systems.
• Experience with map services publishing and REST endpoints.
• Excellent analytical and troubleshooting skills, with an ability to translate complex GIS concepts into user-friendly guidance.
• Strong verbal and written communication skills, especially in customer-facing situations.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Preferred Qualifications

• Experience supporting software solutions in the public safety, utilities, or local government sectors.
• Knowledge of geoprocessing tools and Python scripting in the GIS context.
• Familiarity with CAD, RMS, or other location-aware enterprise applications.
• Exposure to relational databases, SQL, and API tools used to interact with GIS platforms.