Support Specialist II
Remote
Full Time
Mid Level
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:
Required Qualifications:
Expected Hours of Work:
SSP Innovations, LLC is an Equal Opportunity Employer (EOE).
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 problem solving.
- Passion for continuous learning and supporting team growth.
- Understanding of 3-GIS configuration.
- Hands-on experience with 3-GIS Admin.
- Experience with APIs, automation, or system integrations.
- Telecom planning, construction, or asset management experience.
- Advanced experience with ESRI spatial analysis and geoprocessing workflows.
- Experience troubleshooting web-based application system architecture (on-premises, cloud, hybrid).
- Experience troubleshooting Windows Server, IIS, 3-GIS solutions and user workflows.
- Employees in a Remote setting with limited travel.
Expected Hours of Work:
- 40 hours, Monday – Friday
SSP Innovations, LLC is an Equal Opportunity Employer (EOE).
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