AI summary
Support Analyst I role providing real-time technical support for Esri’s GIS platform, helping customers troubleshoot and resolve issues across ArcGIS products. You’ll work onsite in Redlands, CA, in a collaborative support team at Esri, a global leader in GIS/location intelligence. Standout perk: industry-leading total rewards including 401(k) + profit sharing, strong health benefits, and generous PTO/holidays.
Key skills
ArcGIS OnlineArcGIS ProArcGIS EnterpriseTechnical support (email/chat/phone)Networking and security fundamentalsSAML/SSO (ADFS, Okta, Google Workspace, Shibboleth)Cloud computing (Microsoft Azure or AWS)CRM case documentationTroubleshooting (network traffic analysis, software configuration)Programming (C#, .NET, Java, C++, Swift, Kotlin, or JavaScript)
Salary not listed — comparable Support Analyst I (Infrastructure/IT/GIS support) roles in Redlands/SoCal typically pay around $55k–$80k base, depending on experience and technical depth.
You'll thrive here if you enjoy customer-facing technical troubleshooting, can explain complex GIS/IT concepts clearly, and are proactive about learning new ArcGIS products and releases.
Why apply
- Industry-leading health and welfare benefits
- 401(k) and profit-sharing programs
- 80 hours minimum vacation accrual
As a Support Analyst I, emphasizing your technical proficiency, you will delve into the fundamentals of Esri's robust Geographical Information Systems (GIS) platform and its intersections with vital IT principles like networking, databases, cloud computing, and software issue resolution. Your proactive and resourceful approach will drive creative solutions to our customers' most complex challenges while thriving in a dynamic and collaborative setting. You will have the opportunity to aid our customers in utilizing the GIS platform effectively to further increase the benefits of location intelligence. Embark on a rewarding journey with Esri, where you'll be part of a team that delivers exceptional global technical support, guiding customers towards the effective and impactful usage of GIS. At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion.
Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
Empower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
1+ years of professional and customer service experience in a similar position, supporting similar responsibilities
Ability to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context
Experience communicating with customers with varying technical aptitudes in GIS and information technology
Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance
Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
Be self-motivated, a proactive problem solver, team oriented, and creative
Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
Understanding of cloud computing concepts and environments (Microsoft Azure or AWS)
Proficiency in computer troubleshooting such as such as reading network traffic and configuring software
Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript)
Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field
#Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; At Esri, diversity is more than just a word on a map. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.
Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
Empower our customers to be successful. Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
Understand our customers. Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
1+ years of professional and customer service experience in a similar position, supporting similar responsibilities
Ability to learn the configuration, usage, and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context
Experience communicating with customers with varying technical aptitudes in GIS and information technology
Knowledge of information technology frameworks, including security, networking, installation, configuration, and performance
Demonstrated experience with SAML, such as Active Directory Federation Services (ADFS), Google Workspace, Okta, and Shibboleth
Be self-motivated, a proactive problem solver, team oriented, and creative
Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
Professional experience with Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
Understanding of cloud computing concepts and environments (Microsoft Azure or AWS)
Proficiency in computer troubleshooting such as such as reading network traffic and configuring software
Proficiency with one or more programming languages (C#, .NET, Java, C++, Swift, Kotlin or JavaScript)
Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field
#Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; At Esri, diversity is more than just a word on a map. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.
Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email Privacy Esri takes our responsibility to protect your privacy seriously. We are committed to respecting your privacy by providing transparency in how we acquire and use your information, giving you control of your information and preferences, and holding ourselves to the highest national and international standards, including CCPA and GDPR compliance.