Support Consultant, Assessment

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 dynamic and inclusive work culture, offering the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions.

We value employment equity and will provide accommodations upon request at any stage of the hiring process. Our hiring process includes background checks as a condition of employment.