GIS Career Pathways: Support Analyst
How It Began: From Student Assistant to Support Analyst
During my time in college, I learned about the role of a Support Analyst at Esri that would later be the start of my professional career. My GIS journey started when my counselor recommended I take a GIS class, and something about the idea of combining GIS with my interests in business just made sense to me. I realized it was more than maps and mapping technology, rather, it was a means to connect my excitement and interest for business with powerful analytics and problem-solving tools to help make a positive difference in the world.
I then had the amazing opportunity to become a student assistant at the 2024 Esri User Conference in San Diego (UC), which was the highlight of my summer. It was where I was first introduced to Esri Young Professionals Network (YPN), met many inspiring people, learned different use cases for Esri technology, as well as how vast and impactful the world of GIS really is.
During that week, I heard about the Support Analyst role and decided to start preparing myself the best I could. I networked at the UC, reached out to others in this role, took a few Esri MOOCs over the summer, and spent (maybe) far too many hours refining my resume before submitting my application. Along the way, many people supported and mentored me, provided guidance, and I learned a lot about Esri and personal/professional development. Eventually, those long hours paid off and my application was successful, and I am now doing something I really look forward to doing every day.
Group photo of Student Assistants at the 2024 Esri User Conference
Skills You Need to Succeed as a Support Analyst
Technical Skills
Working at Esri is more than a practice of loving the technology and its impactful facilitation of location-based decision-making, although this certainly helps. A variety of skills work together to make someone successful in this role. As far as the technical side, it helps to have a good understanding of:
- General computer knowledge
- Computing fundamentals, proficiency with Windows OS, and other common system configurations
- Familiarity with file systems, remote desktop, virtual machines, and troubleshooting skills (installing/configuring, diagnosing errors, etc.)
- IT concepts
- Network data and communication
- Security and authentication (e.g., Single Sign On, tokens, user roles)
- Packets, HTTP communication, APIs, operations and parameters, familiarity with cloud computing and Software as a Service (SaaS)
- GIS & Esri products knowledge
- Working knowledge of ArcGIS Online, ArcGIS Pro, ArcGIS Enterprise, or related developer products
- Understanding of spatial concepts
- Experience with publishing maps, managing data and databases, web-based platforms, apps, data visualization, and performing spatial analyses
The technical skills that may be useful also depend on what specific technology you support as a Support Analyst. If you don’t have every single one of these skills in your toolbelt, there are plenty of opportunities to develop and learn, and Esri understands that.
Soft Skills
As for many jobs, the so-called "soft" skills are equally important. In this role, teamwork and collaboration are paramount. We consistently collaborate with coworkers and across departments. One quotation that stuck with me when I found this job came from an Esri employee who said “no one knows everything, but everyone knows something.” This idea of a collective knowledge is at the core of what analysts in Esri Support do every day.
Another crucial soft skill for this role is time management. We often juggle several cases and tasks at once, so knowing how to prioritize and manage one's time is essential. With the customer-facing nature of our work, customer service also plays an important role, as we often communicate findings and complex technical issues to people of diverse experience and skill levels, so knowing how to tailor communication becomes key.
A drive for continuous learning is another key to success here. This job encourages constant and consistent improvement and evolution, so developing this mindset is critical. Taking advantage of opportunities to learn, grow, and develop has been a sure-fire way that I find satisfaction in my career, for which this role is a great place to do so. Lastly, if you love to solve problems (which I realized very early on), and you find satisfaction in getting to the bottom of issues via creative solutions and helping others, then this should be a great role for you.
A Day in the Life of a Support Analyst
One of my goals in my career is to avoid stagnating, and a great way to do this has been working in a role where no two days are the same. This is especially true in this position. Every day I'll encounter something different, and it'll be a perfect opportunity to learn something new or gain an additional skill. However, there are some common themes. Most mornings start with reviewing cases, receiving new ones, and preparing to take calls or emails. Being on-call means you’re ready to jump in and help customers solve issues in real time, but outside of those calls, there is also plenty of time to research, test, train, work with the technology, and take part in team building activities.
An aspect of this role I love the most is the balance between independence and collaboration. Some issues or problems I solve on my own, and those are very rewarding. Other times I need to work with colleagues and others across teams or dig deeper into the other resources available to us. This is encouraged, as it is not productive to struggle all on your own; there is always someone there who is more than willing to help. Once the solution is found, the next step is to communicate it back to the customer, making sure to tailor the language and approach based on the situation.
We have meetings and team check-ins, but these help us all stay aligned and share knowledge, with the goal of helping to support each other and develop as a team. The most exciting part of the job is that every day is a chance to gain a new skill and help someone, as well as work with Esri technology. It is anything but routine!
Tips for Success
Keep an Open Mind. If you are just starting out in your GIS career, or considering applying to this role, an important piece of advice is to come in with an open mind, ready to learn. The volume of information has been familiarly likened to a “firehose,” but this shouldn’t scare anyone, as the GIS community is one of the best and most helpful out there (not biased at all!), and you’ll be learning about GIS, Esri, and how to navigate complex challenges.
Think Big Picture. Another important tip I have learned during my time here is to always step back and look at problems from a more holistic, "bigger picture" perspective. It is easy to go down rabbit holes and chase red herrings when troubleshooting, but sometimes a fresh set of eyes (such as from my wonderful colleagues!) or a new angle makes all the difference. Collaboration is my favorite tool.
Invest in Your Professional Growth. Finally, definitely take full advantage of the learning and professional/personal development opportunities available. You can pursue this through platforms such as Esri Academy, MOOCs, technical training, professional development courses, and internal trainings. Additionally, attending industry events like Esri's User Conference in San Diego, Federal GIS Conference in Washington D.C., and Developer & Technology Summit in Palm Springs can enhance your network and knowledge base as well as joining Esri YPN. The support is there, you just have to go for it!
YPN Redlands Chapter Meetup Spring 2025
Should You Apply? How Should You Apply?
If you're someone who loves to learn, wants to avoid stagnation, and enjoys problem-solving, this may be a great job for you. If you're curious, adaptable, and want to make a real-world impact through supporting Esri technology, then you're already on the right track.
Keep an eye on the Esri Careers page to see what opportunities are open and follow Esri’s LinkedIn pages to stay on top of any new job postings. Go to the Esri Careers website and select “Search Esri Jobs.” Type “Support Analyst” and apply the relevant filters to show jobs such as this one. Additionally, try and make it to your local YPN chapter meetup! You never know who you might connect with.
Here’s a tip I learned from an Esri recruiter during a college event: try not to apply to more than ~3 job postings at a time. When you apply for too many, it can seem like you’re just looking for the next job or you may be indecisive of what you’re really passionate about. Keeping this number in mind will also help you hone in and focus on what you really want to do here. Finally, don’t be afraid to reach out in places like LinkedIn and Esri Community. Trust me when I say, people truly are excited to help others at Esri.
Please feel free to comment here with any additional questions about the role. Thanks for reading!
The 2024 Esri User Conference (Esri UC)