Support Engineer

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:
  • Esri Licensing for 3-GIS Live Administration.
  • Management of 3-GIS Product Standard Deployment package.
  • Assist Product Documentation with key Knowledge Base documentation.

• Bachelor's degree in related field.
• Strong decision-making and leadership skills.
• Excellent analytical, problem-solving, conflict resolution, and decision-making skills.
• 2+ years of experience with 3-GIS, 5-10 years' experience with Esri solutions or a combination thereof.
• Detail-oriented, organized, and quality focused.
• Strong planning and time management skills.
• Experience in Customer Service in a software environment.

• 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 workflows.
• AWS Certification(s).

• Employees in an office setting or Remote.