Support Analyst - Enterprise

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Great software requires hard work by exceptionally talented people, and our Esri Support Services team members have some of the most incredible minds. In this role, you will connect with people to understand their goals and support their quest to positively impact the world around them by supporting Esri's feature-packed GIS software.


Have you ever wondered what it would be like to work for a company that makes a difference in the world? Do you enjoy using Esri products? Would you like to help others succeed using Esri Products?


This is a fantastic opportunity to learn about the latest Esri technology. Join the team whose mission is to continue Esri’s long-standing commitment to supporting and responding to our user community.


  • Provide high-quality technical support and customer service to Esri end users through effective communication via phone, e-mail, and chat and efficient troubleshooting
  • Working knowledge in one or more of the following: ArcGIS Desktop, ArcGIS Pro, ArcGIS Online, or ArcGIS Enterprise
  • Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture
  • Maintain comprehensive case documentation in customer relationship management (CRM) system
  • As a subject matter expert, author and tech edit knowledge articles available to internal and external users
  • Identify issues and log defects for software improvements
  • Work in other technical areas of software support as customer and business needs require


  • Ability to provide excellent customer service including strong troubleshooting, analytical, and problem-solving skills
  • Solid understanding of GIS theory and experience with GIS applications
  • Willingness to understand a broad range of software and how this software works together to form the Esri ArcGIS platform
  • Ability to patiently communicate technical information clearly and concisely
  • Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
  • Proficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistency
  • Strong prioritization skills including managing time and workload efficiently
  • Bachelor’s in GIS, geography, environmental science, computer science, management information systems, or other relevant field, depending on position level (master’s preferred)

Recommended Qualifications

  • Background in software support or technical customer service with direct end user contact
  • Conceptual understanding of ArcGIS Enterprise architecture, applications, and functionality including the ArcGIS web adaptor, IIS, Internal ArcGIS Enterprise ports, and SSL certificates
  • Understanding of network troubleshooting tools with the ability to troubleshoot network connections used by the ArcGIS products
  • Knowledge of Windows and/or Linux system architecture concepts and systems administration
  • Experience with one or more of the following: geoprocessing, geocoding, coordinate systems, AutoCAD, ArcGIS Business Analyst, land records (parcel fabrics), Python, caching, raster, spatial, 3D, ArcGIS Network Analyst, Citrix, ArcGIS Online, Tomcat, mobile applications, Portal for ArcGIS, WMS, WCS, ArcGIS Workflow Manager, SQL, Oracle, PostgreSQL, ArcFM, versioning/database replication, geometric data

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 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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