Support Engineer

Remote
Full Time
Mid Level
Summary:
The Support Engineer provides assistance for Customers for upgrades, complex issues the for the configuration of the 3-GIS application suite, ESRI ArcGIS server, 3-GIS Mobile application software as well as general support where needed.  

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 a related field
  • Strong decision making and leadership capabilities
  • Excellent analytical, problem-solving, conflict resolution, and decision-making skills.
  • 3-5 years of experience with Esri solutions.
  • 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 workflow
  • AWS Certification(s)
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