Support Engineer

Warsaw, Poland
Full Time
Mid Level
Essential Functions:
  • Provide superior customer support and troubleshoot client issues with 3-GIS software and assist clients in exceeding their expectations for their use of the 3-GIS software with a focus on upgrades.  
  • Educate customers on our products and services and how best to leverage them in their daily operations.
  • Proactively identify best practices/workflow changes to improve customer satisfaction.  
  • Work collaboratively with other 3-GIS teams (Sales, Product, Development, PMO) to get the right answers for our customers and collaborate with leadership to improve customer experience.  
  • Follow processes or policies to help improve overall support metrics and CS operations.
  • Configure 3-GIS software, web services and database software.  
  • Test new software functionality and bug fixes.  
  • Train clients on product operations, functionality, and usage.  
  • Consult clients on new projects and implementation of software and services.
  • Train new team members and serves as a mentor for new hires.
  • Track and report data from calls and chats for high-priority customer issues.
  • Other customer success support duties as assigned.
  • Proficiency in ticketing support tools like Jira.  
  • Database troubleshooting.
  • Advanced understanding of Esri tools, functions, and licensing.
  • Serve as key contact for customer upgrades.
  • Work with Live Ops to complete 3-GIS Live Hosted customer upgrades include key architecture choices.
  • Maintain communication with 3-GIS LIVE Ops team to understand changes/processes and impacts.​
  • Responsible for Customer facing Esri Licensing documentation, understanding, and Delivery.​
  • This position includes the responsibility to manage one or more of the following:
    • Esri Licensing for 3-GIS Live Administration.
    • Management of 3-GIS Product Standard Deployment package.
    • Assist Product Documentation with key Knowledge Base documentation.

Requirements:
  • Bachelor's degree in related field.
  • Strong decision-making and leadership skills.
  • Excellent analytical, problem-solving, conflict resolution, and decision-making skills.
  • 2+ years of experience with 3-GIS, 5-10 years' experience with Esri solutions or a combination thereof.
  • Detail-oriented, organized, and quality focused.
  • Strong planning and time management skills.
  • Experience in Customer Service in a software environment.

Preferred Skills:
  • 3-GIS Upgrade experience.
  • Advanced experience with one or more of the following databases:
    • PostgreSQL
    • Oracle
    • MSSQL
  • Experience with Python or similar scripting languages.
  • Experience troubleshooting web-based application system architecture (on-premises, cloud, hybrid).
  • Experience troubleshooting Windows Server, IIS, 3-GIS solutions and user workflows
  • AWS Certification(s).
     
Work Environment:
  • Employees in an office setting or Remote.
    1. Sitting for prolonged periods, standing, and walking intermittently
    2. Using office equipment such as computer, mouse, keyboard, printer
    3. Indoor office environment, temperature controlled
    4. Occasionally lift or move up to 20 pounds
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