Responsibilities

- 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.
- Contribute to the creation and maintenance of knowledge articles, technical documentation, and internal support reference materials.
- Identify recurring issues, patterns, and support trends, and recommend improvements to support processes, tools, or documentation.
- Apply established support procedures, technical standards, and best practices to ensure consistent, high‑quality customer support outcomes.

Minimum Education Requirement

- Post‑secondary degree or diploma in Computer Science, Information Technology, Software Development, GIS, or related field.
- An equivalent combination of education and relevant experience may be considered.

Minimum Experience and Training Requirement

- Minimum 3 years of relevant experience in either a technical support role or working with ArcGIS Developer products, with a strong working knowledge of Esri software products and associated technologies.

Additional Requirements





- Demonstrated ability to troubleshoot and resolve technical issues related to software applications, APIs, or system integrations.
- Proven ability to communicate technical concepts clearly to both technical and non‑technical audiences.
- Robust customer service orientation with the ability to manage multiple cases and competing priorities.
- Effective analytical and problem‑solving skills with attention to detail.
- Ability to work independently while collaborating effectively within a cross‑functional team environment in a fast‑paced, evolving support setting.
- Working understanding of secure application usage and data privacy considerations when supporting customers.
- Working knowledge of ArcGIS Enterprise concepts and components, including portal‑based workflows, GIS server functionality, and deployment in on‑premises or cloud environments, is considered an asset.
- Bilingual proficiency (English / French) is considered an asset.

We offer

What Esri Canada offers you:

We prioritize our employees’ well‑being and work‑life balance. Our benefits include:

- Work from Home or hybrid work
- Generous Paid Time-Off
- Enjoy up to 6 weeks of time off per year, including:
- 3 weeks of paid annual vacation, increasing with years of service
- 50 hours of Paid‑Time Off (PTO) for personal needs
- 32 hours of Summer Days
- Winter holiday office closure

- Comprehensive health benefits plan
- RRSP match increasing with years of service
- Training and development programs for professional growth
- Company perks including discounts on gym memberships, technology purchases and more.
- Company‑sponsored events and social activities
- Employee‑driven initiatives such as yoga sessions, book clubs, interactive podcasts, and more.

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📌 Developer Support Consultant, Developer Support Services (Toronto)
🏢 Esri Canada
📍 Toronto