Technical Support Analyst

The Company

At VertiGIS, we build powerful GIS software. Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri’s ArcGIS. For decades, professionals have relied upon us to overcome complex technical challenges so that they can make a significant impact in the world.

VertiGIS offers challenging and meaningful careers. Our employees help make a difference in the world through our technologies. We believe every individual contributes to a company’s culture through attitude, interests, and skills. Our teams are comprised of passionate, high-performing individuals that come from a diverse set of educational, cultural, and professional backgrounds. Together we strive to do great work, support each other in growth, and have fun!

The Position

Our technical support team is a group of highly skilled analysts who provide B2B support, informed advice, and insights for VertiGIS’ web-based mapping software to our clients and partners around the world.

This challenging role involves a low volume of requests per day (approximately 15-25). Resolution calls for technical and often complicated solutions that require research, code analysis, systems analysis and/or lengthy remote support sessions with our highly skilled customers.

Responsibilities:

• Provide world-class support services to our diverse and competent customer base, from GIS professionals to IT experts.

• Work directly with our customers and partners, via phone and email, to troubleshoot and resolve issues related to a VertiGIS Studio or VertiGIS Networks implementation and the prerequisite infrastructure.

• Provide consulting to customers on how best to achieve their goals with VertiGIS software. This includes analysis and implementation of their requirements.

• Track and manage support activities using Zendesk and NetSuite.

• Actively participate with customers via our online VertiGIS Support Center. Contribute to our forums and knowledge articles to foster vibrant online relationships with our customers.

• Work with the Development and Quality Assurance teams to advocate on behalf of our customers.

• Perform other duties and special projects as required.

• Enthusiasm and a passion for technology; with an eagerness to solve complex software issues. You like to solve a puzzle, even if sometimes there is a piece or two missing.

• A genuine dedication to customer care/service. You truly like to help people, and find it makes you happy when you make a customer happy.

• Excellent technical and logical troubleshooting skills.

• Familiarity with some of these technologies: JavaScript, HTML / CSS, Web Hosting, Proxies, Firewalls and related networking technologies.

• Exceptional communication skills.

• Aptitude for learning new technologies with minimal supervision.

Would love to see:

• Experience providing remote software support for an integrated enterprise level software solution.

• Experience supporting a web-based software application suite.

• Practical experience configuring enterprise software to work with Microsoft Windows Server, IIS, and Active Directory.

• Experience with any of the following technologies: Zendesk, Azure DevOps, containers, C#, .NET, and Python.

• Experience operating within a large organization, e.g. public utility, energy company, or government.

• A clear understanding of GIS and cartographic theory and related applications.

• Proficiency in multiple languages.

• Post-secondary background in computer science or equivalent experience.

Our Perks

Team / Career Growth

• Top-notch colleagues that like and respect one another

• We listen to peoples' ideas—and act on them

• A supportive environment with opportunity for training, mentoring, professional development, and advancement

• Challenging, interesting work

• Cutting edge technology that improves the world around us

• We're recognized experts in our field—people around the world seek us out

Benefits

• Fair and equitable salaries, as well as profit sharing

• A competitive group benefits program for you and your family

• A health and lifestyle spending account

• RRSP matching

• 4 weeks of vacation to start and 5 weeks of vacation after 5 years with the company

• Maternity and parental leave top-ups

• Bottomless book budget

• Company summer and winter parties (that are fun to attend!)

Working Model

• A choice between a hybrid or remote working model

• A headquarters office in downtown Victoria with healthy snacks and good coffee

• High-end hardware and equipment, in the office or at home

• Secure bike storage and showers for those that bike to work

• Lunchtime yoga on Tuesdays and Thursdays

At VertiGIS, we are committed to fostering a diverse, equitable, and inclusive workplace where everyone feels safe, respected, and valued. We encourage everyone who is interested in the role, regardless of race, ethnicity, religion, sex, gender, sexual orientation, disability status or age, to apply. Unique perspectives and experiences are what make our teams strong!

If you self-identify as having a disability, please let us know how we can best assist you. Accommodation is available upon request at any time during the recruitment process.

VertiGIS Compensation Philosophy

At VertiGIS, we strive to offer competitive total compensation packages that include both direct and non-direct compensation such as salary, health care and retirement benefits, variable/incentive pay, paid time off, and other benefits and perks.

Our job postings reflect the expected pay or pay range for each position in alignment with our compensation philosophy and salary budget. This reflects what we feel is competitive based on the profile of candidate we are seeking. The background, experience, and skill set we are seeking will be outlined in the role requirements.

We strive to have a comprehensive approach to compensation and ensure that employees are paid based on the value they bring to the company.

We’re a great place to build your career.

Our colleagues are great people and make our company the kind of place we enjoy coming to every day. We reward top performers and stay true to our core values. Since 1999, we’ve built our business based on steady, sustainable growth – we’re still growing and our future is bright!

Note: To avoid potential formatting issues, we require that you submit your resume and cover letter as PDF files.

Note: We use a recruitment tool to reach out to candidates so please check your inbox to ensure our emails are not being filtered as "Social" or "Promotions" (our provider has been notified).