Technical Support Analyst

Overview

At Verti GIS, we build powerful GIS software.

Our portfolio of products, solutions, and services enhance the capabilities of leading mapping software, most notably Esri’s Arc GIS.

We help professionals overcome complex technical challenges to make a meaningful impact.

Verti GIS offers challenging and meaningful careers.

Our employees contribute to a culture built on attitude, interests, and skills.

We value diverse educational, cultural, and professional backgrounds and strive for great work, mutual growth, and a sense of fun.

The Position

Our technical support team is a group of highly skilled analysts who provide B2B support, informed advice, and insights for Verti GIS’ web-based mapping software to clients and partners worldwide.

This role involves a low volume of requests per day (approximately 15–25) requiring research, code analysis, and lengthy remote support sessions with our customers.

Responsibilities

• Provide world-class support services to a diverse customer base, from GIS professionals to IT experts.
• Work directly with customers and partners via phone and email to troubleshoot and resolve issues related to a Verti GIS Studio or Verti GIS Networks implementation and the prerequisite infrastructure.
• Provide consulting to customers on how best to achieve their goals with Verti GIS software, including analysis and implementation of requirements.
• Track and manage support activities using Zendesk and Net Suite.
• Actively participate with customers via the online Verti GIS Support Center and contribute to forums and knowledge articles to foster online relationships.
• Collaborate with Development and Quality Assurance teams to advocate on behalf of customers.
• Perform other duties or special projects as required.
• Job requirements
• Enthusiasm and a passion for technology with an eagerness to solve complex software issues; enjoys puzzles, even when pieces are missing.
• Genuine dedication to customer care and service, and a preference for making customers happy.
• Excellent technical and logical troubleshooting skills.
• Exceptional communication skills.
• Aptitude for learning new technologies with minimal supervision.
• Experience providing remote software support for an integrated enterprise-level software solution.
• Experience supporting a web-based software application suite.
• Experience configuring enterprise software to work with Microsoft Windows Server, IIS, and Active Directory.
• Experience with any of the following technologies: Zendesk, Azure Dev Ops, 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.

Compensation, benefits, and working model

• Competitive total compensation with direct and indirect components, including salary, health care and retirement benefits, variable pay, and paid time off.
• Transparent pay ranges aligned with compensation philosophy and role requirements.
• Fair and equitable salaries, profit sharing, and a comprehensive benefits program for employees and their families.
• Health and lifestyle spending account, RRSP matching, and a 4 weeks vacation to start (5 weeks after 5 years).
• Maternity and parental leave top-ups, book budget, and company-sponsored events.
• Flexible working arrangements with a choice between hybrid or remote models; a Victoria headquarters option is available with supportive facilities.
• High-end hardware and equipment, secure bike storage and showers, and lunchtime yoga.
• DEI and accommodations

At Verti GIS, we foster a diverse, equitable, and inclusive workplace where everyone feels safe, respected, and valued.

We encourage applicants from all backgrounds and will provide accommodations upon request during the recruitment process.

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