SUPPORT SPECIALIST (H/F) (remote)

Esri Canada Limited
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.

Working as part of Esri Canada’s Customer Support function, the Support Consultant delivers Tier 2 support, applies sound technical judgment to resolve escalated issues, and collaborates with internal teams to improve support processes, documentation, and overall service delivery. This role is well suited to a support professional who is comfortable working in a growing and evolving support environment and who brings a proactive, problem‑solving mindset to customer engagement.
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.

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.
• Fluency in English is essential, as this role requires regular client communication and support in
• Bilingualism is a requirement to support French and English-speaking clients across Canada

Bonus points for this position:

• Proven ability to communicate clearly and professionally with customers and internal stakeholders.
• Demonstrated customer‑focused mindset with a commitment to service excellence.
• Comfortable operating in a fast‑paced, evolving support organization with changing priorities.
• Bilingual (English/French) considered an asset.

This role offers a base salary range of $73,700 to $87,500 annually, determined based on experience, skills, and internal equity. Work from Home or hybrid work

• 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-sponsored events and social activities
• We do not request payment, banking details, or personal financial information during recruitment stages. Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and 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 offer attractive salaries, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process. This role offers a base salary range of $73,700 to $87,500 annually, determined based on experience, skills, and internal equity. Work from Home or hybrid work
• 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-sponsored events and social activities
• We do not request payment, banking details, or personal financial information during recruitment stages. Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and 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 offer attractive salaries, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process.