Esri Canada has an exceptional opportunity for a Support Consultant to join our Assessment department.

Reporting to the QA Test Lead, the Support Consultant provides advanced customer and technical support for Esri Canada’s Assessment solutions, with a primary focus on Assessment Analyst® GAMA. This role supports customers in the effective use, configuration, and ongoing operation of GAMA by troubleshooting issues, managing complex support cases, and ensuring a high‑quality customer experience.

This role will be based remotely in Canada.

A Day in the Life of a Support Consultant at Esri Canada:

- Provide Tier 2 customer support for Assessment Analyst® GAMA and related Esri Canada solutions, resolving complex or escalated technical and functional issues to meet or exceed established service‑level objectives (SLAs).
- Analyze, troubleshoot, and diagnose customer issues, ensuring timely resolution and clear communication throughout the case lifecycle.
- Manage customer support cases end‑to‑end using Salesforce Service Cloud / Agentforce, ensuring accurate, complete, and timely documentation.
- Collaborate with Product, Professional Services, Engineering, and other internal teams to escalate defects, communicate enhancement requests, and support issue resolution.
- Support reporting and analysis of support trends, volumes, and performance metrics.
- Contribute to the development and maintenance of support documentation, knowledge articles, and internal playbooks.
- Identify recurring issues, systemic problems, and opportunities to improve support processes, tools, and customer experience.




- Provide informal guidance and knowledge sharing to Customer Support I team members, supporting onboarding and skill development as needed.

What you bring to the team:

- Minimum 3 years of experience in a customer support, technical support, or service desk role.
- Experience providing Tier 2 or advanced support in a SaaS or enterprise software environment.
- Experience supporting customers in complex, multi‑product or multi‑stakeholder environments.
- Working knowledge of customer support systems and case management tools; experience with Salesforce Service Cloud / Agentforce is an asset.
- Foundational understanding of IT service management principles and support workflows.
- Post‑secondary degree or diploma in Information Technology, Computer Science, GIS, Business, or a related field is preferred.
- Equivalent combination of education and practical experience may be considered.
- Fluency in English is essential, as this role requires regular client communication and support in English.
- Bilingualism (English/French) is a requirement to support French and English‑speaking clients across Canada.

Bonus points for this position:

- Demonstrated strong analytical and problem‑solving skills, with the ability to diagnose and resolve complex issues.




- Proven ability to communicate clearly and professionally with customers and internal stakeholders.
- Demonstrated customer‑focused mindset with a commitment to service excellence.
- Proven organizational and time‑management skills, with the ability to manage multiple cases and priorities effectively.
- Demonstrated ability to work independently while collaborating effectively within a cross‑functional team environment.
- Comfortable operating in a fast‑paced, evolving support organization with changing priorities.
- Proficiency in bilingual (English/French) considered an asset.

At Esri Canada, we are committed to fair and competitive compensation. This role offers a base salary range of $73,700 to $87,500 annually, determined based on experience, skills, and internal equity.

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: up to 6 weeks of time off per year, including 3 weeks of paid annual vacation (increasing with years of service), 50 hours of PTO for personal needs, 32 hours of Summer Days, and a Winter holiday office closure.
- RRSP match increasing with years of service.
- Training and development programs for professional growth.
- Company perks including discounts on gym memberships and technology purchases.
- Company‑sponsored events and social activities.
- Employee‑driven initiatives such as yoga sessions, book clubs, and interactive podcasts.

Esri Canada fosters a agile and inclusive work culture, offering the flexibility to w

📌 Support Consultant, Assessment (Canada)
🏢 Esri Canada
📍 Canada