Support Analyst ll-Infrastructure, Regulated Industries

<p><strong>Overview</strong></p> <p>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. &nbsp;</p> <p><strong>Responsibilities</strong></p> <ul> <li><strong>Embrace</strong> <strong>innovative thinking</strong>. Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions. </li> <li><strong>Empower</strong> <strong>our customers to be successful</strong>. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions. </li> <li><strong>Become</strong> <strong>a technical expert</strong>. Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform. </li> <li><strong>Fostering an environment of helpfulness and collaboration</strong>. Partner with team members to identify common patterns, align on the best path forward, and solve cases. </li> <li><strong>Understand our customers</strong>. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers. </li> <li><strong>Be a mentor.</strong> Coach peers on areas of technical specialty. Exchange insights and best practices with peers.&nbsp;</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>2+ years of professional and customer service experience in a similar position, supporting similar responsibilities </li> <li>Applied knowledge of the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context </li> <li>Experience communicating with customers with varying technical aptitudes in GIS and information technology </li> <li>Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance </li> <li>Demonstrated experience with SAML, such as Active Directory Federation Services