• Provide high-quality technical support to all clients in a quick and efficient manner• Reproduce and report software defects in software for validity• Part of the Premium Support team that handles expedited expert-level support for Premium clients• Part of the Tier-II level of support that is responsible for solving the more advanced technical issues clients may experience• Determine and/or recommend software changes to programmers/software engineers• Identify, understand, and recommend solutions for customer issues by means of ArcGIS knowledge including ArcGIS for Server, ArcGIS Online, Location Analytics, Portal for ArcGIS and other related GIS technologies.• Utilize and develop problem-solving skills, communication skills, creativity, and knowledge of Esri products• As the Subject Matter Expert, document technical issues via incident tracking which involves authoring, technical editing, and publishing of Knowledge Base articles as well as authoritative online content• Develop and create documentation used to partner with software development teams to troubleshoot issues and evaluate solutions• Work in other technical areas of software support as customer and business needs require