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. 

Responsibilities (including, but not limited to the following): 

• 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
• 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
• 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
• collaborate 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
• 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

•  Experience using MicroStrategy in any or multiple of these areas: Administration, Development, Troubleshooting, Migration, Performance, Security, SDK
•  Experience as a Senior Support Engineer or higher with performance goals met consistently in that time
•  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
•  Well-organized with effective time management skills
•  Enthusiastic, positive personality and the ability to foster a positive work environment

Big plus:
•  Strong skills in configuring and using MicroStrategy client applications such as Library, Web, Mobile, Library Mobile, MicroStrategy App

• We require our employees to live close to the DC area, we do not offer relocation support
• We offer work permit transfer
• The recruitment process includes online assessments (English, logic, business) please check your SPAM folder

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. 
MicroStrategy is an Equal Employment /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 [email protected]. R3930