Cloud Support Engineer

Cloud Support Engineers are responsible for providing technical support for a set of Strategy Products. This person dedicates his/her time to resolving customer issues, contributing to the growth of our Strategy Community, and further growing their Strategy Product Knowledge to provide top-notch service. To succeed in this role this person must be passionate about our technology, thrive in challenging situations, and have a strong desire to help others.

Responsibilities

Provide support for Strategy s Business Intelligence product suite, Cloud platform, and its underlying technologies

• Develop strong relationships with Strategy 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
• Collaborate and communicate effectively with peers, internal application and software development teams
• 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
• Able to support MicroStrategy customers during their working hours between 12:30 pm and 9:30 pm IST
• Enhance personal and professional growth by participating in Internal Development Programs
• Work in a strong team environment

Qualifications

• Bachelor s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science)
• Exposure to Python, REST API, Java, SQL, HTML, or XML/XSL technologies
• Windows/Linux system administration knowledge
• Minimum of 2 years of IT customer service experience / strong customer focus
• Minimum of 1 year of MicroStrategy Platform usage or administration knowledge
• Able to support MicroStrategy customers during their working hours between 11.30 and 8.30 pm IST
• Strong analytical and troubleshooting skills and experience
• Strong Time management skills to prioritize workload, multi-task, meet deadlines, and manage competing priorities under pressure
• Excellent oral and written English communication skills
• Preferred: Cloud Certifications (AWS, Azure, Google Cloud)