Job Description

Job Description:

The Customer Support Group (CSG) provides unparalleled customer service to all customers, partners and internal personnel of MicroStrategy.  The Technical Support Specialist (TSS) in CSG is responsible for providing the highest level of technical support for a set of MicroStrategy Products.  The TSS dedicates his/her time to resolving the highest complexity customer issues, contributing to the growth of our MicroStrategy Community, fine tuning their MicroStrategy Product Knowledge to provide top-notch service, mentoring and training Technical Support Engineers, helping assess service quality and regular interaction with Product Support Managers.

JOB DUTIES (INCLUDE BUT NOT LIMITED TO): 

• Provide complex and challenging support for MicroStrategy’s Business Intelligence product suite and its underlying technologies
• Develop strong relationships with MicroStrategy customers and partners through daily, high quality interactions during customer project development and production system maintenance
• Lead, coordinate, or find creative and sophisticated solutions to highly complex or high priority problems reported while using MicroStrategy’s product suite through analytical talent and strong troubleshooting abilities
• Work in a strong team environment by interacting with Technical Support Engineer, Senior Technical Support Engineers, Technical Support Specialists, Product Support Managers, and select members of our Technology team to provide unparalleled support to customers in a wide variety of industries
• Prioritize and communicate product defects and enhancements to development teams
• Contribute to the growth of the MicroStrategy Community by creating customer-facing documentation of all technical solutions and product documentation addendums
• Research and contribute to Internal Training Programs to enhance Team knowledge

Qualifications

JOB REQUIREMENTS:

• Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science)
• Strong technical and analytical skills
• Excellent communication skills
• MicroStrategy Platform usage or administration knowledge
• Customer service experience
• Database (SQL, RDBMS) knowledge
• Java, Visual Basic, HTML, XML/XSL, ASP, SQL technologies are a plus
• This position supports 24/7 customer service throughout the calendar year. Candidate must be available for shift work and/or work on rotating shifts to include evenings, weekends, and holidays.

Additional Information

MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet.

MicroStrategy is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at 703.848.8600.