Full-Time Enterprise Technical Support Engineer

Enterprise Support Engineer will manage support cases for enterprise and insurance clients, acting as their technical liaison.

Works closely with Solution Engineering, Sales, Product, and Engineering to provide superior support to enterprise and high-value customers.

Supports and troubleshoots custom-built solutions for high-value customers.

Key Responsibilities:

• Manage cases raised by enterprise/insurance customers.
• 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 bandwidth allows).
• Create video/blog content for onboarding/product adoption.
• Review/audit documentation and video content.
• Lead premium support structure, supporting enterprise/pro customers.
• Provide superior support for complex/escalated cases.
• Provide advice/technical direction to support team members.
• Ensure support queries are responded to according to account SLAs.
• Assist with onboarding/training of new support engineers.
• Meet individual KPIs.
• Collaborate within Nearmap to build support profile and ensure best customer experience.
• Upskill support team with technical understanding.
• Collaborate with other teams to provide proactive support.
• Develop/share technical skills within the support team and wider Nearmap.
• Provide feedback and escalate complex bugs (custom code/integrations) to professional services.
• Handle escalated support queries/complex cases for enterprise/high-value customers.

Key Requirements:

• 5+ years experience in technical support for business-critical products.
• Strong analytical/problem-solving skills.
• Experience with third-party GIS/CAD software (Esri Suite, AutoCAD).
• Experience with 3D imagery (ArcGIS Pro, Cesium, Unity, Unreal Engine).
• Troubleshooting experience with APIs and custom applications.
• Understanding of photogrammetry, remote sensing, and aerial imagery.
• Programming experience (Python, Javascript, ArcGIS or other languages) - desirable.
• Data science, data manipulation, data analysis, GIS, CAD skills.
• Patience and ability to resolve complex customer issues.
• Excellent technical troubleshooting, verbal, written, and visual communication skills.
• Well-organized with strong prioritization skills.
• Bachelor's degree in GIS-related field, Data Science, Computer Science, Engineering, Geography, or similar.

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