MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

The Salesforce Support Engineer is responsible for responsible for providing high-quality technical support to the Salesforce users and basic administration of Salesforce.com. This includes system creation of reports and dashboards, end-user training and data integrations, ensuring data hygiene and integrity. Support Engineers deliver effective technical customer support to our Salesforce and Community users, delivering solutions in an agile and caring way. Support Engineers may be required to be on-call on a rotating basis throughout the year. The ideal candidate should have exceptional technical, analytical and problem-solving skills and be comfortable interacting with all levels of the organization. We are seeking a self-starter, with a bias towards action, who can recognize and make process improvement recommendations. You will identify new and creative opportunities to leverage Salesforce.com and its database to support additional business processes or functions. You will also be motivated, team oriented and passionate about Salesforce technology. 

Responsibilities :

• Troubleshoot and resolve requests and problems experienced by Salesforce users without the need for team lead intervention
• Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
• Includes all appropriate departments to facilitate a successful resolution to any user’s issue.
• Reports design, reliability and maintenance problems or bugs to the development team.
• Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Assign user roles and profiles, security settings, access settings, etc. according to gu
• Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary
• Manage data imports, database de-duping and cleanup.
• Support the Business Operations team in cross-functional projects and strategic changes to systems and processes.
• Develop and implement training for end-users. Create and maintain all training materials and guides for processes related to Salesforce.com business applications.

• Outstanding listening, analytical, organizational and time management skills.
• Ability to dig into data, recreate problems, identify solutions and decision-making skills. A problem-solver at heart.
• Excellent written and oral communication skills; Demonstrates a high level of diplomacy and professionalism.
• Strong work ethic, hands-on, with a customer service mentality.
• Team player, ability to work cross-functionally, self-driven, motivated, and able to work under pressure.
• Bachelor's Degree 
• 1+ years of experience working with Salesforce.com platform 
• Salesforce Administration Certification will be a plus
• Demonstrated experience in developing custom objects, workflows and validation rules in SFDC will be a plus
• Ability to identify areas for process improvement and recommend/implement systematic fixes 
• Proven creativity and problem solving skills; ability to work around obstacles and solve problems with minimal direction 
• Ability to develop effective relationships with business users
• Strong organizational/time management skills ability to prioritize work and meet deadlines in a fast-paced environment 
• Flexible with a demonstrated ability to embrace change