ArcGIS - Technical Support Manager

RoleOverview

Working as technical support or technical customer services, understanding system administration troubleshooting of multiple operating systems like Windows and Linux / Unix

Roless Responsibilities

• Thepreferredcandidateforthisrolewould be a Lead Analystand Technical Account Managerwith an M.Sc or M.Tech degree in GIS/ Remote Sensing.
• Must be a subject matter expert in ArcGIS productsand possess the skills necessary to manage a team of technical support analysts.
• Actively engage with customers to address technical issues by identifying, understanding, and articulate solutions including installation, usage, and configuration of ArcGIS suite of products.
• 
  Provide high-quality technical support and customer service through effective communication, problem solving and analytical approach
• Author and Publish knowledge articles
• Coordinateand deliver Product trainings to customers
• Connect with Global product experts and maintain up-to-date knowledge of ESRI technology
• Establishtrustand relationship with Esri Indiausers and act as a Technical Account Manager to Enterprisecustomers
• Experience with Esri software and strong problem solving and analytics skills in addressing and resolving technical issues of mainly ArcGIS Enterprise (ArcGIS Server, ArcGIS Enterprise Portal, ArcGIS Data Store, Geoevent Server, GeoAnalytics Server, Image Server), ArcGIS Pro, ArcGIS Online, and ArcGIS Runtime and Field Apps.
• Hands on experience in working with Enterprise Geodatabases, Versioning, Replication, Configuration of supported RDBMS

- Oracle / Microsoft SQL Server / PostgreSQL databases.

• Work closely with Esri Enterprise Customers and suggest how Esris technology integrates/interfaces with our customers' vision and translate system requirements into software specifications.
• Drive adoption of new technologies by maintaining up-to-date personal knowledge of Esri technology, key national security industry domains and technical trends.
• Knowledge of Windows and/or Linux operating systems including SSL, ports, web server permissions, load balancers, LAN/WAN technology, and installation, configuration, and performance of ArcGIS Enterprise and related technologies

Non-Negotiable Skills:

• Minimum 8 years of experience in GIS domain
• Working knowledge of ArcGIS Enterprise.
• Installation/ troubleshooting experience is a must.
• Must be asubject matterexpert in ArcGIS technology products and possess theskills necessary to manage a team of technical support analysts