Technical Support Analyst

The Company

At VertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri’s ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world.

VertiGIS offers challenging and meaningful careers. Our employees help make a difference in the world through our technologies. We believe every individual contributes to a company’s culture through attitude, interests, and skills. Our teams are comprised of passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. Together we strive to do great work, support each other in growth, and have fun!

The Position

Our technical support team is a group of highly skilled analysts who provide B2B support, informed advice, and insights for VertiGIS’ web-based mapping software to our clients and partners around the world.

This challenging role involves a low volume of requests per day (approximately 15-25). Resolution calls for technical and often complicated solutions that require research, code analysis, systems analysis and/or lengthy remote support sessions with our highly skilled customers.

Responsibilities:

• Provide world-class support services to our diverse and competent customer base, from GIS professionals to IT experts.

• Work directly with our customers and partners, via phone and email, to troubleshoot and resolve issues related to a VertiGIS Studio or VertiGIS Networks implementation and the prerequisite infrastructure.

• Provide consulting to customers on how best to achieve their goals with VertiGIS software. This includes analysis and implementation of their requirements.

• Track and manage support activities using Zendesk and NetSuite.

• Actively participate with customers via our online VertiGIS Support Center. Contribute to our forums and knowledge articles to foster vibrant online relationships with our customers.

• Work with the Development and Quality Assurance teams to advocate on behalf of our customers.

• Perform other duties and special projects as required.