I started at Esri as a summer intern in 2012. I’d recently graduated from California State University, San Bernardino with a double major in geography and environmental studies and was excited to be working with the Esri Community Maps team. It was an excellent opportunity to learn about Esri’s corporate culture and test myself to see where I excelled and what areas needed improvement.
I became a support analyst because I wanted to learn the most about Esri software. Esri users work in a variety of industries, making each support incident unique. Troubleshooting complex issues gives me a chance to learn about the different functional areas of ArcGIS and the industries in which our products are used. Since Support Services works closely with many departments, I’ve also gained insight into other areas of the company such as software development, professional services, and training.
My job is to help customers be successful. At Esri, technical support is not just a call center. I strive to provide the highest level of support on a consistent basis. This goes beyond incident resolution. By effectively communicating the scope of support and delivering highly efficient testing and research practices, I’m able to provide diplomatic solutions to customers’ GIS issues. Providing this comprehensive level of support builds customer relationships. I’m an advocate for our customers’ organizational goals, and my work enables them to make effective decisions.
Support Services supports me. Helping customers is a big part of my job, but so is learning about new technologies and Esri products. With training opportunities in both technical and management roles, working in Support Services has been instrumental in my career and personal growth. Management opportunities such as mentoring new support analysts and training in areas such as data interoperability have helped me become both a better support analyst and better prepared for other challenges professionally and personally.
Technical Support fosters collaboration, learning, and fun. We’re really a family here and we all learn from each other. I’ve made a lot of friends and important connections at Esri and gained a comprehensive understanding of ArcGIS I don’t think I could have received anywhere else.
Sound interesting? Search current openings in Technical Support.