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.

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:
  1. ArcGIS Desktop/Pro
  2. ArcGIS Server / ArcGIS Enterprise
  3. Esri Portal
  4. ArcGIS geoprocessing and data analysis tools
  5. 3-GIS Web and Mobile
  6. Python or similar scripting languages
  7. Database tools such as PGAdmin, SQL Developer, or SQL Server Manager
  8. 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.

Preferred Qualifications :

• 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.
  
  

Work Environment:

• Employees in a Remote setting with limited travel.

Expected Hours of Work:

• 40 hours, Monday – Friday

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
SSP Innovations, LLC is an Equal Opportunity Employer (EOE).