Provides frontline GIS support for DATAMARK clients by triaging and resolving GIS data and software tickets, diagnosing spatial data issues in Esri tools, documenting interactions, escalating defects, troubleshooting remotely, maintaining knowledge-base content, and supporting client onboarding and retention. The role requires GIS proficiency, strong communication, customer service, and the ability to manage multiple support tickets.
DATAMARK
Based in Pittsburgh and with over 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.
We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.
We Make a Difference.
Michael Baker International is proud to be an Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, creed, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, familial status, pregnancy or childbirth, genetic information, disability, protected veteran status, status with regard to public assistance, or membership or activity in a local human rights commission, or any other legally protected status.
EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.
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 ForMichael 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
- 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
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.
Why Choose Us- 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
THIS POSTING IS FOR A CURRENT VACANCY AND MICHAEL BAKER INTENDS TO FILL THIS POSITION BY November 9, 2026.
#LI-JH1
#LI-REMOTE
About UsMichael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world’s most complex infrastructure challenges for more than 85 years with a legacy of expertise, experience, innovation and integrity.Based in Pittsburgh and with over 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous.
We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life.
We Make a Difference.
Michael Baker International is proud to be an Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, creed, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, familial status, pregnancy or childbirth, genetic information, disability, protected veteran status, status with regard to public assistance, or membership or activity in a local human rights commission, or any other legally protected status.
EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination.
*It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*There is no current application deadline. Michael Baker will continue to accept applications on an ongoing basis until the position is filled or no longer needed.
Michael Baker International New York, New York, USA Office
New York, United States
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