ArcGIS Support Consultant | Conseiller/conseillère, Assistance technique pour ArcGIS

ArcGIS Support Consultant Esri Canada is looking for an ArcGIS Support Consultant to join our ArcGIS Support Services department. Reporting to the Manager, ArcGIS Online Support, you will connect with clients to understand their goals and provide support for their GIS products, implementations, upgrades, and day‑to‑day operations. This role focuses on providing advanced support for Esri’s suite of online products including ArcGIS Online, ArcGIS Experience Builder, ArcGIS Field Maps, ArcGIS Survey123, and other ArcGIS web apps. This position is remote; candidates can work from anywhere in Canada. About Us Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics. A Day in the Life of an ArcGIS Support Consultant at Esri Canada Deliver exceptional customer service by actively listening, empathizing, and providing timely and accurate solutions. Maintain proficiency with Esri’s suite of online products. Troubleshoot problems on behalf of clients and internal staff. Provide knowledge‑based technical expertise via telephone, e‑mail or remote sessions, demonstrating professionalism and urgency. Maintain detailed support request records in Esri’s Global CRM. Collaborate with other Customer Support teams to escalates complex issues and track resolution. Report regularly to the Manager, ArcGIS Online Support Services. Identify and log defects in Esri products and provide workarounds when possible. Handle performance and service interruption issues with urgency and critical awareness. Champion GIS initiatives and promote a culture of learning within the team. Help develop improved support processes to enhance customer experience. Resolve licensing issues promptly and efficiently. Contribute to Esri’s Global Support community with proactive content—knowledge articles, blogs and videos—and conduct knowledge transfers. Lead resolution of complex, high‑impact technical issues, collaborating with product teams. Mentor and coach junior team members to foster continuous learning and professional growth. Maintain ongoing Esri certification in designated technical areas. What You Bring to the Team Minimum 3 years of experience with ArcGIS Online. Strong working knowledge of ArcGIS Experience Builder, ArcGIS Survey123 and ArcGIS Field Maps. Working knowledge of ArcGIS Pro. University degree or college diploma in Geography, GIS, Geomatics, Computer Science or related discipline, or equivalent experience. Skilled in using tools to monitor, capture and analyze web traffic data. Strong problem‑solving and analytical skills. Ability to work independently and collaboratively in a fast‑paced environment. High proficiency in spoken and written English. Bonus Points For This Position Excellent customer service skills. Resourcefulness and effective problem‑solving in ambiguous situations. Effective time‑management, prioritization and organization. Strong working relationships with colleagues. Excellent communication skills—writing, presenting and reading. Up‑to‑date knowledge of industry trends and competitor products. Proactive learning and adaptation to new technologies. Ability to perform efficiently in a fast‑paced, high‑volume environment. Compensation & Benefits Base salary range: $72,000 to $82,300 annually. Benefits include: Work from home or hybrid work. Generous paid time‑off: up to 6 weeks annually (3 weeks paid vacation, 50 hours PTO, 32 hours summer time, winter holiday office closure). Comprehensive health benefits. RRSP match. Training and development programs. Company perks (gym, tech purchases, etc.) and events. Employee‑driven initiatives (yoga, book clubs, podcasts). How to Apply Ready to join our amazing team? Submit your resume today Esri Canada fosters a dynamic and inclusive work culture and provides accommodations upon request at any stage of the hiring process. We appreciate all applications, but only those selected for an interview will be contacted. Our hiring process includes background checks as a condition of employment. #J-18808-Ljbffr