The Enterprise Support Engineer will be responsible for managing support cases for our enterprise and insurance clientele and serve as their technical liaison. This role will work closely with other departments such as the Solution Engineering, Sales, Product, Engineering to provide superior dedicated Support experiences to our Enterprise and high value customers. This position will be required to support and troubleshoot custom built solutions for our high valued customers.

Key Responsibilities

Manage cases raised by our enterprise and insurance customers.
Manage the Services required by our Insurance Vertical
- Create and curate reports, utilizing the Betterview platform when necessary
Aid in the management of the Impact Response Dashboard
Help with escalated cases where bandwidth allows.
Creating video and blog content to improve onboarding and product adoption.
Performing reviews and audits of our documentation and video content.
Acting as the lead in the premium support structure, supporting our enterprise and pro customers.
Provide a superior Support experience to highly complex or escalated Support cases.
Provide advice and technical direction to the Support team members.
Ensure Support queries are responded to according to the account SLA requirements.
Assist with onboarding and training of new Technical Support Engineers.
Meet individual KPIs.
Have an active role in cross collaboration within the Nearmap to assist in building the Support profile and ensuring that we provide the best experience to our customers.
Work to continue upskilling the Support team with technical understanding and knowledge.
Collaborate with teams outside of support to assist in providing a proactive support experience to our customers.
Continue to develop technical skills and capabilities and ensure that these skills are shared within the Support team and wider Nearmap business.
Provide direct feedback and escalate complex bugs within custom code or custom integrations to the professional services team.
Take escalated support queries or assist in managing highly complex support cases for Enterprise or high value customers.

Qualifications

Key Requirements

5 Years experience in a Technical Support role for business-critical technical product.
Strong analytical and problem-solving skills.
Strong understanding and experience with third party GIS and CAD software, such as the Esri Suite, AutoDesk, required.
Experience with 3D imagery in applications such as ArcGIS Pro, Cesium, Unity, Unreal Engine, etc.
Strong experience and understanding with troubleshooting APIs and custom applications.
Understanding of photogrammetry, remote sensing and aerial imagery.
Experience in programming languages such as Python, Javascript JS for ArcGIS or other programming languages highly desirable.
Data Science, Data Manipulation, Data Analytics, GIS, CAD
Patience and a desire to work with customers to solve highly complex issues.
Excellent technical troubleshooting skills
Excellent verbal, visual and written communication skills
Well organized, and in particular making good prioritization decisions.
Bachelor’s degree in a field related to GIS or Bachelors degree in Data Science, Computer Science, Engineering, Geography, or similar.

Additional Information

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave, Nearmap offers:

4 extra "YOU" days off each year—take a break, no questions asked!
Company-sponsored volunteering days to give back.
Generous parental leave policies for growing families.
Access to LinkedIn Learning for continuous growth.
Discounted Health Insurance plans.
Monthly technology allowance.
Annual flu vaccinations and skin checks.
Hybrid flexibility
A Nearmap subscription (naturally!).

At Nearmap, you can chart your own career path and see where our journey together might take you. With complex and fascinating work to challenge and inspire you, you might be surprised by the opportunities you discover. We've got so much more to share—come and explore with us!

Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.