Customer Support Engineer
- Military veterans preferred
2025-06-07 Hexagon Safety & Infrastructure
Other
/yr
employee
contract
Madison Alabama 35758 United States
Hexagon Safety & Infrastructure
Position Title: Customer Support Engineer
Req_ID: 5001120184806
Location: Madison, Alabama, United States
Description: Job Description
The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Hexagon business unit, and our product development organization. They will have a keen understanding of Hexagon's product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.
Key Responsibilities
Provide Tier 1 and Tier 2 support for customer inquiries related to GIS features, functionality, and integration with ESRI-based platforms (ArcGIS Server, ArcGIS Online, ArcMap, ArcGIS Pro, etc.).
Troubleshoot spatial data-related issues, map service configuration problems, and coordinate system mismatches.
Assist customers with map publishing, feature services, and base layer integrations.
Educate and guide customers on GIS best practices within the context of our product suite.
Collaborate with Product, Engineering, and Professional Services teams to escalate and resolve complex GIS-related issues.
Maintain and update knowledge base articles and technical documentation specific to GIS functionality.
Perform testing and validation of GIS configurations in customer environments during onboarding or incident resolution.
Participate in customer meetings, training sessions, or implementation planning calls when GIS expertise is needed.
Qualifications
2+ years of experience supporting or working with ESRI GIS tools (ArcGIS Pro, ArcGIS Server, ArcGIS Online, etc.).
Familiarity with geospatial data types (shapefiles, feature services, web maps, tile layers) and coordinate systems.
Experience with map services publishing and REST endpoints.
Excellent analytical and troubleshooting skills, with an ability to translate complex GIS concepts into user-friendly guidance.
Strong verbal and written communication skills, especially in customer-facing situations.
Ability to manage multiple priorities and work independently in a fast-paced environment.
Preferred Qualifications
Experience supporting software solutions in the public safety, utilities, or local government sectors.
Knowledge of geoprocessing tools and Python scripting in the GIS context.
Familiarity with CAD, RMS, or other location-aware enterprise applications.
Exposure to relational databases, SQL, and API tools used to interact with GIS platforms.
