Hexagon is Seeking a Customer Support Engineer – GIS (Job ID: #707)

Hexagon’s North American business unit is seeking a detail-oriented Customer Support Engineer to provide outstanding Tier 1 and Tier 2 technical support for its mission-critical Public Safety software solutions. This role is essential in ensuring seamless performance and customer satisfaction through expert-level assistance with GIS-related functionality and integration across Hexagon’s product suite.

The selected candidate will serve as a key liaison between end users, internal development teams, and various Hexagon departments. The ideal applicant will possess a deep understanding of geospatial systems and demonstrate the ability to resolve complex technical issues with precision and efficiency.

Primary Responsibilities

The Customer Support Engineer will focus on supporting Geographic Information System (GIS) capabilities integrated within Hexagon’s public safety solutions. The position demands a combination of customer service expertise, technical troubleshooting, and collaboration with internal and external stakeholders.

Key duties include:

• Providing Tier 1 and Tier 2 support for customer issues related to GIS features and functions.
• Supporting integration with ESRI-based platforms including ArcGIS Server, ArcGIS Online, ArcMap, and ArcGIS Pro.
• Assisting customers with publishing maps, managing feature services, and incorporating base layers into operational systems.
• Offering guidance and educational support to customers on GIS best practices within the framework of Hexagon software tools.
• Collaborating closely with Product Management, Engineering, and Professional Services teams to escalate and resolve complex issues that require in-depth technical intervention.
• Updating and maintaining technical documentation, knowledge base articles, and support materials related to GIS workflows.
• Participating in customer calls, training sessions, and onboarding activities where GIS expertise is required.
• Testing and validating GIS configurations during customer implementation, incident response, or software upgrade activities.

Minimum Qualifications

Candidates must demonstrate strong experience with GIS tools and a proactive approach to customer service. A solid foundation in geospatial data analysis and system troubleshooting is essential.

• At least 2 years of professional experience working with ESRI GIS tools such as ArcGIS Pro, ArcGIS Server, ArcGIS Online, or equivalent.
• Strong familiarity with geospatial data formats and services including shapefiles, feature services, web maps, and tile layers.
• Understanding of coordinate systems, projections, and data transformation methodologies.
• Proven experience with REST endpoint troubleshooting and map service publishing.
• Excellent problem-solving and analytical skills with the ability to translate technical GIS information into clear, user-focused support.
• Strong verbal and written communication abilities, especially in customer-facing scenarios.
• Capability to handle multiple priorities, respond to service-level agreements, and perform in a high-paced, dynamic work environment.

While not mandatory, candidates who possess the following skills and experiences will be considered strong contenders for this position:

• Previous experience supporting software applications in the public safety, utilities, or local government sectors.
• Familiarity with geoprocessing tools, scripting (especially in Python), and GIS automation techniques.
• Exposure to location-aware enterprise systems such as Computer-Aided Dispatch (CAD) or Records Management Systems (RMS).
• Basic understanding of SQL, relational databases, and API tools used to integrate with GIS systems.

Equal Opportunity Employer Statement

Hexagon is proud to be an Equal Opportunity Employer. The company does not discriminate based on race, ethnicity, gender, religion, national origin, age, disability, veteran status, or any other protected category. Demographic information collected during the application process is used solely for statistical and compliance purposes and will not impact hiring decisions. Participation in demographic data collection is strictly voluntary and does not influence employment outcomes.

About the Organization

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. Its Public Safety division delivers cutting-edge software used by emergency services and government agencies to improve safety, coordination, and responsiveness. The company fosters a collaborative and innovative environment where professionals can apply their technical expertise to drive meaningful change in communities worldwide.

Location: Madison, Alabama, United States

For more information and to apply, visit Hexagon official website.