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Jobs · Alabama

Support Specialist II

3-GIS · Huntsville, AL · 2 wk ago
Internship

Reports to: Manager, General Support | Department: Product Support

About the Role

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.

Responsibilities

  • 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
    • 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.

Requirements

  • 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).
  • Experience troubleshooting Windows Server, IIS, 3-GIS solutions and user workflows.

Work Environment

Employees in a Remote setting with limited travel.

Schedule

40 hours, Monday – Friday

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