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)