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Department: Technical Services
Location: Vienna, US

Basic Function:  The Premium Support Lead Engineer will assist the Manager of Premium Support (MPS) in the day to day operations of the Premium Support Team, help identify, mentor and develop new Premium Support Engineers, be responsible for our Managed level of support, and act as a point of escalation for Extended Support (24x7)

Job Duties (include but not limited to): 

• Be responsible for 1 (one) or 2 (two) Elite or Dedicated accounts and all the PSE responsibilities tied to that account


• Mentor all new PSEs that join the Premium Support Team by following the PSE mentoring guidelines document


• Participate in PSE’s regularly scheduled conference calls with Elite or Dedicated customers


• Provide the MPS with an updated “Hot Issues List” for Elite, Dedicated and Managed customers every week


• Attend bi-weekly meetings with the APS leads to discuss Elite and Dedicated Support cases that require APS assistance


• Inform the MPS about any escalations or difficult situations that require his/her involvement


• Meet with the MPS at least once a month to discuss the status of Elite, Dedicated and Managed Support and provide an update about PSE’s progress


• Ensure PSE are regularly attending pendings meetings with the product teams


• Assist the MPS in interviewing new PSE candidates


• Assist the MPS with yearly employee reviews


• Assist the MPS with yearly PSE MBO calculations


• Oversee all case activity for Managed level customers and utilizes knowledge of the customer to provide personalized, enhanced support


• Ensure that any critical or very high priority issue logged by a Managed level customer is brought to the attention of the Technical Support Lead and escalated as needed Troubleshooting of Managed level cases is not done by the PSL


• Have a weekly meeting with the Technical Support Leads to discuss, make them aware of, and/or update any hot issues regarding Managed level customers


• Be in charge of managing scheduled conference calls with each Managed level customer to discuss open cases and project status


• Be in charge of managing the designated support liaisons for each Managed level customer and enforcing their use


• Proactively notify customers of upcoming product releases and the issues that are addressed for them in these releases


• Send weekly case status reports generated by Narrowcast Server to all Managed level Support customer contacts


• Attend all training courses and workshops provided by the department


• Be familiar and follow all the processes outlined in the Tech Support Policies and Procedures


• Build a strong working relationship with assigned Elite and Managed level Support customers to ensure ongoing renewal of Premium Support maintenance


• Periodically perform site visits for assigned accounts and with the PSE’s reporting to the PSL


• Overall, make sure assigned Premium support customers are happy

Job Requirements:

• Experience as a Premium Support Engineer with performance goals met consistently in that time


• Practical experience managing critical customer issues (fires)


• A demonstrated talent to manage customer relations


• Must possess an enthusiastic personality and foster a positive work environment


• Strong written and verbal communication skills


• Well organized with effective time management skills


• Ability to work independently


• Attention to detail

MicroStrategy is an Equal Opportunity Employer