Support Engineer

  • Full-time

Company Description

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.

Job Description

The Role: The Support team (SUP) provides unparalleled customer service to all customers, partners and internal personnel of MicroStrategy.  The Support Engineer (RSE) is responsible for providing second line technical support for a set of MicroStrategy Products.  The RSE dedicates their time to resolving higher complexity customer issues, contributing to the growth of our MicroStrategy Community, and further growing their MicroStrategy Product Knowledge to provide top-notch service. 

 

Ideal candidates will be located in Nagpur or within commutable distance, however remote candidates will be considered. 

 

Your Focus: 

  • 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  

  • Find creative and sophisticated solutions to complex or higher 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 and Product Support Managers 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  

  • Enhance personal and professional growth by participating in Internal Training Programs  

Qualifications 

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

You should also bring the following: 

  • Able to support MicroStrategy customers during their working hours between 12:00pm and 9:00pm IST. 

  • Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science)  

  • Strong technical and analytical skills  

  • Excellent problem-solving and communication skills 

  • MicroStrategy Platform usage or administration knowledge  

  • Customer service experience  

  • Java, Visual Basic, HTML, XML/XSL, ASP, SQL technologies are a plus  

  • Database (SQL, RDBMS) knowledge is a plus  

  • Able to support MicroStrategy customers during their working hours between 9:00am and 7:00pm EST  

  

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