System Engineering role involving the development of architecture for autonomous vehicle systems. Collaborate within a team to meet customer needs and deliver innovative solutions.
About the role
- Technical Support Analyst focused on providing support for Esri software and GIS technologies. Collaborating with customers to enhance their usage and application experience.
Responsibilities
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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