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Department: Technical Services
Location: Vienna, US

Basic Function: The Customer Support Group (CSG) provides unparalleled customer service to all customers, partners and internal personnel of MicroStrategy.  The Senior Technical Support Engineer (STSE) in CSG Americas is responsible for providing first line technical support as well as acting as a technical escalation point for the Technical Support Engineer’s on his/her team.  The STSE dedicates his/her time to resolving customer issues, contributing to the growth of our Knowledge Base, identifying ways to increase customer satisfaction, and assisting Technical Support Engineers on their product team to do the same.

Job Duties (include but not limited to): 

• Provide first line technical support to MicroStrategy’s customers, partners and internal personnel.  The Senior Technical Support Engineer (STSE) will be responsible for directly handling roughly half as many cases as a Technical Support Engineer (TSE).  The STSE’s case load will primarily be high priority issues and direct case escalations for technically complex and critical customer issues.
  
• Act as the mentor for all new TSEs that join the team.  The STSE will work closely with the Technical Support Lead (TSL) to grow/develop newer TSEs in all aspects of their job function (technical knowledge, adherence to process, customer service skills, etc).
  
• Serve as a technical escalation point for questions from TSEs on his/her team.
  
• Proactively review TSE cases and assist TSEs by providing technical direction on these cases, adding communications with feedback/suggestions, identifying cases where technical escalation is appropriate, etc.
  
• Assist TSEs with both technical problem resolution and customer management.  Lead conference calls with sensitive customers
  
• Work with TSL and Advanced Product Support (APS) to create and deliver a minimum of 1 training course each quarter
  
• Take a leadership role in weekly team pendings meetings.
  
• Disseminate knowledge to customers and coworkers through creation of MicroStrategy Knowledge Base Technical Notes
  
• Participate in 24x7 support rotations if requested by management
  
• Participate in regular discussions with TSL and APS where high priority/technically complex issues are discussed
  
• Potentially participate in a 2-3 week rotation with Advanced Product Support

Job Requirements:

• Ideally, the STSE will have at least 9 months experience as a Technical Support Engineer (TSE) with performance goals met consistently in that time
  
• Ideally, the STSE will have handled at least 200 technical support cases on the products supported by the corresponding CSG product team
  
• Strong level of technical expertise on products supported and excellent troubleshooting skills
  
• Strong customer management skills.  Demonstrated ability to handle sensitive customer issues independently
  
• Passion for both technology and customer service
  
• Must possess an enthusiastic personality and foster a positive work environment.
  
• Strong written and verbal communication skills
  
• Well organized with effective time management skills.

MicroStrategy is an Equal Opportunity Employer