Full-Time Enterprise Technical Support Engineer

Enterprise Support Engineer will manage support cases for enterprise and insurance clients, acting as their technical liaison. Collaborates with Solution Engineering, Sales, Product, and Engineering to provide superior support experiences.

Key Responsibilities

• Manage support cases from enterprise and insurance clients.
• Manage services for the Insurance Vertical.
• Create and curate reports, using Betterview if necessary.
• Assist with Impact Response Dashboard management.
• Help with escalated cases when possible.
• Create video and blog content for onboarding and product adoption.
• Review and audit documentation and video content.
• Lead premium support structure for enterprise and pro customers.
• Provide superior support for complex or escalated cases.
• Offer technical guidance to support team members.
• Ensure support queries are answered within account SLAs.
• Assist with onboarding and training of new support engineers.
• Meet individual KPIs.
• Collaborate within Nearmap to enhance support profile and customer experience.
• Upskill support team with technical knowledge.
• Collaborate with other teams for proactive support.
• Develop and share technical skills within support and Nearmap.
• Provide feedback and escalate complex bugs to professional services.
• Handle escalated support queries or manage complex cases for enterprise clients.

Key Requirements

• 5+ years experience in technical support for business-critical products.
• Strong analytical and problem-solving skills.
• Strong understanding and experience with third-party GIS and CAD software (Esri Suite, AutoCAD).
• Experience with 3D imagery applications (ArcGIS Pro, Cesium, Unity, Unreal Engine).
• Strong API and custom application troubleshooting experience.
• Understanding of photogrammetry, remote sensing, and aerial imagery.
• Experience with programming languages (Python, Javascript for ArcGIS, etc.) is a plus.
• Patience and ability to solve complex issues with customers.
• Excellent technical troubleshooting skills.
• Excellent verbal, visual, and written communication skills.
• Well-organized with strong prioritization skills.
• Bachelor's degree in GIS, Data Science, Computer Science, Engineering, Geography, or related field.

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