[Hiring] GIS Support Representative @Michael Baker International

Role Description

Michael Baker International is seeking a GIS Support Representative living on the East Coast of the United States to join our DATAMARK team. In this remote, entry-level role, you will serve as a front-line GIS support specialist for DATAMARK clients — triaging data and software tickets, diagnosing GIS data issues, and delivering responsive, knowledgeable support that drives client retention and satisfaction.

This position requires candidates to be U.S. Citizens or Lawful Permanent Residents (Green Card holders) due to federal contract requirements.

What You'll Do

• Deliver responsive, client-focused support through the DATAMARK VEP Support Center, resolving GIS data and software tickets within defined SLA commitments.
• Triage and diagnose client-submitted data issues by opening and analyzing GIS datasets in Esri ArcGIS Pro and other GIS tools to identify root causes.
• Maintain accurate, detailed records of all client interactions and ticket activity to support knowledge base accuracy and cross-team transparency.
• Escalate product defects and technical anomalies to the Product team with clear documentation of symptoms, client impact, and data evidence.
• Execute remote troubleshooting sessions with clients using diagnostic techniques and targeted questions to isolate issues efficiently.
• Update the DATAMARK Knowledge Base with new product features, known issues, and client-facing guidance to reduce repeat ticket volume.
• Collaborate with Client Success Managers to support account retention, identify upsell and cross-sell opportunities, and drive client satisfaction metrics.
• Host onboarding sessions with new DATAMARK clients to build product familiarity and establish successful support relationships.

Qualifications

• Bachelor's degree in GIS, Geography, Geospatial Sciences, or a related field; or equivalent years of relevant experience.
• 1 year of professional experience combining public safety, NG911, and GIS — including hands-on work with spatial data in a county, municipal, agency, or consulting environment.
• Demonstrated GIS proficiency including working knowledge of common spatial data formats (shapefile, file geodatabase, tabular data) and the ability to open and interpret GIS datasets to diagnose data quality issues.
• Experience with Esri ArcGIS Pro or ArcGIS Desktop in a professional or academic project context.
• Exceptional verbal and written communication skills with the ability to translate technical GIS issues into clear, client-friendly explanations.
• Customer service orientation — ability to remain composed and professional with demanding clients, manage high ticket volume, and deliver consistent, prompt responses.
• Strong organizational skills and ability to manage multiple open support tickets concurrently.

Nice to Have

• Prior experience supporting NG9-1-1 addressing, public safety GIS datasets, or CAD/dispatch layer management.
• Experience using a help desk or support ticketing system (Zendesk, ServiceNow, Jira, or equivalent).
• 1+ year of client-facing experience in a support center, help desk, or client success role.
• Familiarity with DATAMARK VEP, Esri enterprise GIS platforms, or public safety SaaS solutions.

Compensation

The approximate compensation range for this position is $57,000 to $67,000. This compensation range is a good faith estimate for the position at the time of posting. Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.

Benefits

• Medical, dental, vision insurance.
• 401(k) Retirement Plan.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Life, AD&D, short-term, and long-term disability.
• Professional and personal development.
• Generous paid time off.
• Commuter and wellness benefits.