GIS Support Representative

DATAMARK
Michael Baker International is a national leader in technology solutions supporting clients in local, state, and national government to solve complex problems with advanced technologies for the 21st century.

The DATAMARK practice consists of a skilled team of subject matter experts whose mission is to provide the education, fact-finding, and solutions needed to solve complex problems in the commercial, public safety, and enterprise GIS markets.

DATAMARK is the go-to authority on GIS data for public safety and enterprise GIS.

Its data-forward, full-service, but configurable solutions provide the highest levels of completeness and accuracy.

The DATAMARK team has quickly grown to become a premier nationwide provider of SaaS solutions for public safety and enterprise GIS.
What We're Looking For
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

What You Need to Succeed


* 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...