Product Engineer II - User Assistance (ArcGIS Monitor)

Overview

Are you an energetic, passionate technical writer who has the desire to inspire, support, and advocate for our platform’s users? Use your passion for writing and interest in cutting-edge technology to provide customers with essential user assistance (UA) documentation and other enablement materials. In this position, you'll make our customers successful by creating UA materials for GIS software products. You'll work with subject matter experts, design documents, and run the software to become a subject matter expert yourself and advocate for the user by creating meaningful content to communicate methodology and best practices.  

Esri has a Relocation Assistance Program and can provide support with relocating to the Redlands, CA area for this position. 

Responsibilities

• Collaborate with software engineers to produce and maintain documentation of conceptual topics and step-by-step workflows 


• Support a variety of UA materials, including installed and online help, tutorials, blog articles, videos, and more 


• Manage documentation throughout the development cycle and ensure documentation requirements are met for the software release 


• Be part of a UA team to produce content that aligns with the appropriate Esri style to contribute to a consistent user experience 


• Be part of a product development team to provide functionality feedback and usability testing 


• Create and maintain a network with product management and marketing team members to create a consistent and intuitive experience across software and UA content 


• Work with software engineers in the product team to envision, design, build, test, release, and support desktop and enterprise products 

Requirements

• 2+ years of professional experience in a similar position supporting similar responsibilities 


• An understanding of documentation workflows that use HTML, XML (DITA), or Markdown 


• Experience producing web-based documentation using a content management system (CMS) that involves versioning and reuse of content 


• Ability to learn and use software as a customer would to produce the UA materials based on the experience 


• Excellent written and verbal communication skills to convey complex topics concisely, clearly, and effectively 


• Effective time management and organizational skills to manage priorities and tasks as needed in a fast-paced work environment 


• Experience with IT observability / system monitoring software or ArcGIS software 


• Bachelor’s degree in GIS, English, technical writing, or a related field 

Recommended Qualifications

• Experience with/knowledge of the following:    
  
  
  
  • Working on a software development team using the Scrum process 
  
  
  • GitHub version control or other doc-as-code approach 
  
  
  • Deploying and/or administering ArcGIS Enterprise, ArcGIS Online, or other comparable IT system (web/application servers) 
  
  
  • RDBMS systems (preferably PostgreSQL), including common SQL commands and concepts) 
  
  
  • General server administration on Windows and Linux 
  
  
  • Python 
  
  
  
  


• Master’s degree in GIS, English, technical writing, or a related field 

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