Advocacy Lead


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Overview


As the situation surrounding the coronavirus disease 2019 (COVID-19) continues to evolve, Esri is supporting our users and the community at large with software, services, and materials that are helping people understand, manage, and communicate the impact of the outbreak. Visit our COVID-19 Maps, Resources, and Insights page to see some of the things we are doing.

In this position you will be responsible for managing core software bug incidents logged into Professional Services' defect tracking system. You will own the management of the incident from the time it is logged through final resolution including making an initial assessment to determine the nature and severity of the problem, coordinating appropriate technical staff and resources to address it, tracking progress, and communicating effectively with the team that originally logged the incident.

Responsibilities


  • Own Incident/Customer Management Process
    • Manage the incident/defect management process, procedure, and workflow
    • Ensure that incidents are escalated and assigned to internal technical resources for research/resolution
    • Facilitate communication and interaction among multiple internal teams to investigate, reproduce, and resolve submitted incidents
    • Maintain the status and own resolution of ongoing incidents/defects/hot fix requests
    • Provide updates and analyses of trends to senior management 
  • Support Custom Software Application Development Teams
    • Communicate with project and product teams regarding custom application project needs, schedule impacts, severity of identified defects, and prioritization of resolution items

Requirements


  • 3+ years of experience in a technical support or technical consultancy-based role
  • Strong customer service, communication, and negotiation skills
  • Demonstrated ability to organize, multi-task, and proactively monitor multiple ongoing items
  • Professional experience with project management related to custom software solutions
  • Proven ability to build and maintain strong relationships across multiple internal teams
  • Professional experience with Esri’s product line
  • Bachelor’s or master’s in computer science, engineering, GIS, or related field, depending on position level

Recommended Qualifications


  • Technical knowledge and experience in one or more of the following areas: ArcGIS Pro, ArcGIS Desktop, ArcGIS Online, Portal for ArcGIS, or ArcGIS Enterprise
  • Technical knowledge in and experience using one or more of the following: Oracle, SQL Server, Visual Studio, C++, Java

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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