Provide Tier 2 technical support for developer‑focused products, resolving moderately complex or escalated issues in accordance with established service‑level objectives.
Analyze, troubleshoot, and diagnose customer issues related to APIs, integrations, configurations, and development workflows.
Manage customer support cases end‑to‑end using approved case management systems, ensuring accurate, timely, and complete documentation.
Reproduce reported issues in test or non‑production environments to support diagnosis, root‑cause analysis, and resolution.
Liaise with Esri Inc. Support Services, Product Management, and Software Development teams to ensure escalated support requests, including defect and bug‑fix requests, are effectively managed, while working collaboratively with Esri Canada teams to ensure client needs are being met.
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