Tier 1 Support Analyst – English/Japanese

Esri Malaysia is seeking a Tier 1 Support Analyst – Japanese to join our dynamic customer support team in Shah Alam, Selangor. In this role, you will deliver high‑quality technical assistance to end‑users of the ArcGIS platform, leveraging your bilingual English and Japanese skills to troubleshoot issues and author knowledge articles. This is a great opportunity for an entry‑level professional to grow within a leading global GIS software company that values continuous learning and career progression.

Education & Experience

• Bachelor’s degree in GIS, Geography, Environmental Science, Geoscience, Geoinformatics, Geomatics Science, Remote Sensing, Computer Science, Management Information Systems, Information Technology, or a related field (Master’s preferred).
• Entry/Junior level – 0 to 2 years of relevant experience (or fresh graduates welcome).

Skills & Competencies

• Proficient written and verbal communication in English and Japanese (grammar, punctuation, consistency).
• Solid understanding of GIS theory and applications, especially ArcGIS Desktop, ArcGIS Online, ArcGIS Enterprise, and ArcGIS Pro.
• Strong troubleshooting, analytical, and problem‑solving abilities.
• Ability to learn quickly, manage time effectively, and prioritize tasks.
• Basic knowledge of operating systems and systems administration is a plus.

Key Responsibilities

• Provide high‑quality technical support and customer service to Esri end‑users via phone, email, and chat.
• Resolve technical issues related to ArcGIS Desktop, ArcGIS Online, ArcGIS Enterprise, ArcGIS Pro, and enterprise geodatabases.
• Maintain comprehensive case documentation in the CRM system.
• Author and tech‑edit knowledge articles for internal and external users.
• Identify issues and log defects for software improvements.
• Adapt to changing work environment and handle night‑shift rotations as part of a 24‑month contract.