Support Specialist II

Job Description

Position Title: Support Specialist II
Reports To: Manager, General Support
Department: Product Support

Summary/Objective:
The Support Specialist II serves as a technical expert and customer advocate for the 3-GIS product suite within the Esri ecosystem. This role is responsible for diagnosing complex software issues, guiding customers through best practice workflows, and ensuring a consistently exceptional support experience. You will work directly with client accounts, collaborate cross-functionally with internal teams, and help shape the future of customer success at 3-GIS .
This position requires strong technical proficiency, strong communication skills, and the ability to guide customers through various 3-GIS product challenges.
Essential Functions: Customer Support & Technical Troubleshooting

- Provide superior customer support and troubleshoot client issues with 3-GIS software, ensuring customers exceed expectations in their use of the platform.

- Serve as a support representative for customer accounts, acting as a trusted advisor.

- Diagnose and resolve issues across the 3-GIS stack, Esri products (ArcGIS Pro, ArcGIS Enterprise, Portal), and associated databases.

- Leverage GIS data analysis and mapping tools to support customer requests.

- Contribute toward the development of change control processes for hosted systems when required.

- Possible participation in the on-call rotation to support critical customer systems.

Customer Enablement & Education

- Educate customers on 3-GIS and Esri products, services, and recommended workflows to maximize operational efficiency.

- Assist clients on product functionality, system usage, and best practices.

- Engage in technical discussions with both technical and non-technical stakeholders.

Technical Configuration & System Management

- Be able to configure and assist with upgrades of 3-GIS Solutions, Esri software, and supporting technologies.

- Configure web services, application servers, and database connections for customer environments.

- Test new software functionality, validate bug fixes, and provide structured feedback to Product and Development teams.

- Follow documented procedures for customer escalations and ticket processing, including product enhancements and bugs.

Cross-Team Collaboration

- Work collaboratively with Sales, Product, Development, and PMO teams to ensure accurate, timely solutions for customers.

- Identify, document, and escalate issues to team leads or engineering as appropriate.

- Track and report data from calls, chats, and high priority issues to support continuous improvement.

- Mentor and train new team members within the organization.

- Provide feedback to support leadership to improve customer experience, support processes, and operational efficiency.

Continuous Improvement & Customer Advocacy

- Proactively identify workflow improvements, best practices, and opportunities to enhance customer satisfaction.

- Contribute to internal knowledge bases, documentation, and process refinement.

- Support customer onboarding and consultation for new customers.

- Complete other support duties as assigned.

Required Qualifications:
- Bachelor’s Degree in Computer Science, GIS, Information Systems, or related field.

- 3-4 years of experience in customer service, technical support, or GIS-related roles.

- Strong written and verbal communication skills.

- Highly organized, detail-oriented, and capable of managing multiple priorities.

- Hands-on experience with:
- ArcGIS Desktop/Pro

- ArcGIS Server / ArcGIS Enterprise

- Esri Portal

- ArcGIS geoprocessing and data analysis tools

-
3-GIS Web and Mobile

- Python or similar scripting languages

- Database tools such as PGAdmin, SQL Developer, or SQL Server Manager

- Jira or similar ticketing systems

- Self-directed and effective in a remote or hybrid work environment.

- Strong critical thinking and analytical skills with an interest in prob