GIS Support Representative

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.

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.

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

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.

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*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.