Overview
Utilize your superior account management skills and experience providing expert-level technical support to coordinate overall escalation management and technical solutions.
Responsibilities
- Utilize technical account management and problem-solving skills to isolate mission-critical issues; coordinate with various groups within Esri to connect our customers with the appropriate staff
- Function as the customer-facing representative for ESRI’s Premium Support Program
- Develop action plans and provide ongoing customer management with the goal of expediting resolution times
- Function as technical liaison to Professional Services, Product teams, or international distributor/regional offices to provide business intelligence to various groups within Esri
- Work with the escalation management team to monitor the progress of hot fix requests related to Premium Support customers, business partners, and international distributors
- Function as an escalation manager for critical issues related to both Standard and Premium Support customers
- Provide Premium Support customers, business partners, and international distributors with proactive information such as weekly status reports on support cases; participate in conference calls and perform on-site visits as needed
- Focus on building long lasting professional relationships with customers and be familiar with clients’ architecture, infrastructure, and business goals
- Maintain a high level of technical proficiency with Esri core technology
- Leverage personal technical expertise to work collaboratively with analyst, customers, and other teams in an effort to resolve technical challenges
- Can work remotely
Requirements
- Two (2) years of experience in the job offered or a related occupation
- Applicants must have demonstrated experience with the following: ArcGIS Pro; ArcGIS Enterprise; Geodatabases; ArcGIS Online; AutoCAD; Geocoding; Web Debugging; and Oracle
- Position requires a Bachelor’s degree in Geospatial Science, Geography, Business, Computer Science, or a related field of study
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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.
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 askcareers@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.
Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
A reasonable estimate of the base salary range is $68,640.00 to $112,320.00 per year.