Mid-level Systems Analyst – Support, Technical Support

Imagem Geosistemas

full-time

Posted on: 10/20/2025

Location Type: Hybrid

Location: São José dos Campos • Brasil

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Job Level

Mid-LevelSenior

About the role

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.

Requirements

Provide support to internal and external customers.
Understanding of concepts related to geographic data technologies and methodologies.
Knowledge of GIS.
Understanding of the business chain of Imagem's service industries.
Knowledge of and familiarity with Imagem's products and services.

Benefits

Health and Dental plan - SulAmérica.
Life and Personal Accident Insurance.
Access to Gympass for physical and mental well-being.
Well-being program focused on mental, physical and social health.
Childcare allowance.
Extended paternity leave.
Day off on your children's birthday for children up to 16 years old.
Caju Card for food/meals, also valid during vacation.
Transportation voucher to facilitate commuting.
Home office allowance on the Caju card.
Flexible hours and hybrid work for healthy work-life balance.
Day off on your birthday + special gift (Caju voucher).
Personalized career map with technical or leadership ('Y') tracks.
Two hours per week allocated for study during work hours.
Access to Alura, Imagine and Feedz learning platforms.
Development programs focused on technical, behavioral and business skills.
Individual Development Plan (PDI) with tailored training.
Regular feedback to support your growth.
Annual Profit Sharing (PLR) tied to performance.
Internal mobility to explore new positions and grow.
Succession planning focused on developing leaders and junior talent.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Esri softwareGIS technologiesArcGIS Servergeoprocessing systemsdatabase administrationincident classificationsoftware testinghardware testinginstallationconfiguration