The Role:

The goals of the Product Specialist team in Technical Support are to (1) leverage their seniority, innovation, technical expertise to build a bridge into the Technology organization to effectively surface the voice of the customer. (2) to ensure that product technical knowledge is preserved, shared and grown within technical support; and (3) that through innovation and experience the team can come up with cutting edge troubleshooting methodologies and tooling to speed up case resolution.

Your Focus: 

• Leverage strong technical background to provide solutions to complex, challenging, or high priority situations encountered while using the MicroStrategy Business Intelligence product suite and its underlying technologies.
• Be the product expert on a set of MicroStrategy product / features.
• Serve as one of the highest case escalation points for the Support department.
• Actively participate and Interface with customers in escalated or highly technical situations.  Design an action plan to bring situation to resolution.
• Collaborate with Support team members to meet or exceed Support departmental goals. 
• Contribute to proactive review of high priority and escalated cases and applicable slack channels.
• Proactively broadcast knowledge of impactful defects, enhancements or trends to the greater support team.
• Contribute to Team Training Programs to enhance Technical knowledge.
• Lead discussions to surface issue trends in that are impactful to Customers for inclusion in upcoming MicroStrategy releases.
• Serve as the conduit for interactions with Technology teams by triaging, prioritizing and communication product defects / enhancements to development teams via Rally or other systems.
• Lead collaboration discussions with key members in MicroStrategy Technology team (through weekly touchpoints or ad-hoc) to surface customer trends, high priority issues and escalated situations.
• Participate in weekly meetings with Technology teams to share product feedback.
• Participate in weekly meetings with regional Support teams.
• Actively contribute to Quarterly Support product review process.
• Contribute to the growth of the MicroStrategy Community by triaging, creating or collaborating on customer-facing documentation of all technical solutions and product documentation addendums.  
• Be available to lend ad-hoc support to 24x7 team members for emergency situations during weekend, or after hours if the situation warrants it.

Required Experience and Skills:

Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus 

You should also bring the following:

• Bachelor's degree in Computer Science, Engineering or related field
• Experience using MicroStrategy in any or multiple of these areas: Administration, Development, Troubleshooting, Migration, Performance, Security, SDK.
• 1+ year experience with customizing/extending with one or more MicroStrategy API products including but not limited to the following SDKs: Java Web SDK using Eclipse/Web Customization Editor, Library Rest API, MSTRIO Python SDK, or Mobile SDK for either iOS or Android
• Knowledge in three or more of the following languages/technologies: Java, JavaScript, JSON, HTML, XML, CSS, REst, Swift/Objective-C, or other transferrable programming language
• Ability to learn new technologies and grasp concepts quickly
• Highly motivated with strong technical and analytical skills 
• Ability to work both independently and as part of a team 
• Demonstrated eagerness to help others. Willingness to be available for questions at all times. 
• Enthusiastic, positive personality and the ability to foster a positive work environment.
• Ability to develop technical knowledge and customer management skills of team members.
• Excellent written and verbal communication skills and a proven ability to manage challenging customers.
• Applicable technical skills, analytical skills and non-technical problem-solving skills.
• Ability to work effectively with other teams/departments within MicroStrategy.
• Well organized with effective time management skills.

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.