More jobs:
Support Engineer
Job in
Warsaw, Kosciusko County, Indiana, 46580, USA
Listed on 2025-12-30
Listing for:
SSP Innovations
Full Time
position Listed on 2025-12-30
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
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.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×