Location
Hybrid – Aylesbury, Cambridge, Edinburgh or Belfast.
This is a UK-based role with hybrid working available from our Aylesbury, Cambridge, Edinburgh or Belfast offices.
Junior Support Analysts are typically expected to work around 3 days per week in the office during their first year, to support learning, collaboration, and development as part of the wider team. There may also be occasional travel to other offices, meetings, or events as required.
Salary & Benefits
Competitive salary starting from £28,000 per annum plus generous bonus scheme (circa 20%).
We offer a comprehensive benefits package including pension, healthcare and flexible working.
- 6% company pension
- Cycle to Work scheme
- Enhanced family‑friendly policies
- Flexible working and support for continual learning/development
Responsibilities
We have an exciting opportunity within our Technical Support team for a Junior Support Analyst, designed to build your knowledge, experience, and confidence in supporting customers using the ArcGIS System and the wider Esri UK product portfolio.
You will work as part of a highly collaborative team, to help customers resolve issues quickly and ensure customers receive the right support at the right time, across a wide range of sectors and technologies.
You will learn how to diagnose, analyse and reproduce customer issues to ensure root causes are well understood, working closely with more experienced Support Analysts and subject matter experts to reach a resolution.
A key part of the role is proactive communication. You will manage a varied caseload, ensuring customers and stakeholders are kept informed throughout the lifecycle of each support case.
Within the Initial Response Team (our Tier 1 team), you will play a key role in delivering excellent customer service and engagement, setting clear expectations, and ensuring issues are either resolved early or the right expertise is involved as quickly as possible.
You will build strong working relationships with colleagues across Support, Sales, Customer Success, and Professional Services, as well as develop professional relationships with customers and partners.
As your experience grows, you may contribute to additional activities such as supporting customer meetings, assisting with demonstrations, contributing to technical content for events, and getting involved in wider departmental initiatives.
Qualifications
Applicants should demonstrate a strong interest in GIS and technology, with some experience of working with ArcGIS.
You should be confident communicating with a range of audiences, able to manage and prioritise your workload effectively, and motivated to learn and develop within a fast‑paced, customer‑focused environment.
Success in this role depends on excellent communication skills, strong organisational ability, effective time management, and a proactive approach to problem‑solving.
You should be comfortable working both independently and collaboratively, with a willingness to ask for support and continuously develop your technical knowledge and skills.
Due to the nature of our customers and data, you must be based in the UK and willing to complete relevant security checks.
Equal Opportunity
Esri UK are an equal opportunity employer – we recognise the importance and value of having a diverse and inclusive workforce and the benefits that this can bring to both our employees and our customers.
