Support Engineer

Job Description

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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