Support Engineer - Huntsville - SSP Innovations

    SSP Innovations
    SSP Innovations Huntsville

    2 days ago

    Default job background
    Full time
    Description

    Job Description

    The Support Engineer plays a crucial role in assisting customers with upgrades, complex issues related to the configuration of the 3-GIS application suite, ESRI ArcGIS server, and 3-GIS Mobile application software.

    Key Responsibilities:
    • Provide exceptional customer support and troubleshoot client issues with 3-GIS software, focusing on upgrades and ensuring customers exceed their expectations.
    • Educate customers on our products and services, highlighting how to leverage them effectively in their daily operations.
    • Identify best practices and workflow changes to enhance customer satisfaction, collaborating with other teams to deliver optimal results.
    • Work closely with Sales, Product, Development, and PMO teams to resolve customer inquiries and improve the overall customer experience.
    • Adhere to processes and policies to improve support metrics and CS operations.
    • Configure 3-GIS software, web services, and database software, ensuring seamless functionality.
    • Test new software features and bug fixes to maintain high-quality performance.
    • Train clients on product operations, functionality, and usage, promoting effective adoption.
    • Consult clients on new projects and implementation of software and services, providing expert guidance.
    • Mentor new team members and trainees, sharing knowledge and expertise.
    • Track and report data on high-priority customer issues, monitoring progress and areas for improvement.
    Requirements:
    • Bachelor's Degree in a relevant field.
    • Strong decision-making and leadership capabilities.
    • Excellent analytical, problem-solving, conflict resolution, and decision-making skills.
    • 3-5 years of experience with Esri solutions.
    • Attention to detail, organizational skills, and a focus on quality.
    • Strong planning and time management skills.
    • Experience in Customer Service within a software environment.
    Preferred Skills:
    • Advanced experience with one or more databases: PostgreSQL, Oracle, MSSQL.
    • Proficiency in Python or similar scripting languages.
    • Experience troubleshooting web-based application system architecture.
    • AWS Certification(s).


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