Systems Engineer

• Analyze, plan and execute activities for the Support area of the Solutions Directorate, providing technical guidance to customers and promoting improvements and new applications within the Esri environment or other products.
• Provide support to end users of Esri software by troubleshooting and resolving technical issues.
• Monitor updates and changes in GIS technologies, especially Esri and related technologies.
• Handle user requests and open incident tickets, applying the Incident Classification Framework; receive, analyze, resolve or redirect demands.
• Apply the department's incident escalation workflow according to established practices.
• Fulfill all standard installation and configuration requests for the Esri platform.
• Respond to customers using the following resources in order: knowledge base, existing procedures on Esri's site, or personal knowledge provided it has been verified/tested before sending to the user.
• Deliver training on the required technical competencies for internal and external customers.
• Perform software and hardware testing to diagnose issues and evaluate solutions.
• Propose updates to solution articles in the knowledge management system, following the process.
• Assist in database administration, performing performance monitoring, installation and configuration tasks.
• Provide tailored troubleshooting for products from a usage and configuration perspective, and communicate with Esri Support for escalation of demands.
• Conduct on-site technical visits to customers.
• Provide support to ELA customers in non-critical environments (no operational interruption), identifying adjustments, fixes and platform updates in Esri.
• Provide support to Premium Support customers, identifying needed adjustments, fixes and platform updates in Esri.
• Advise customers on Esri product best practices to ensure resource optimization and results.
• Provide consultancy to customers, helping translate and implement real-world needs into practical solutions powered by the company's Esri GIS technology.
• Plan and collect information from users to deploy geoprocessing systems.
• Propose workflows and resource requirements to recommend changes to work routines.
• Contribute to proposal presentations, participating in scope definition.
• Diagnose performance of ArcGIS Server environments.
• Apply tuning best practices to client processes and tools, ensuring optimized results with Esri products.
• Build relationships with customers, managing their expectations and providing information and solutions for their needs.
• Mentor new support team members to develop a high-performance customer support team.
• Prepare implementation guides documenting best practices for Esri products, ensuring process and practice records.

Mid-level Systems Analyst – Support, Technical Support

Analista de Sistemas Pleno – Infra