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.
• 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.

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).

Originally posted on Himalayas