Job
Description
We are seeking a MicroStrategy Application Support Engineer with 4-8 years of relevant experience in L1, L2, and L3 technical support for MicroStrategy Administration and Development. The ideal candidate will have strong customer interaction experience and be proficient in planning, performing, and managing production support tasks in line with the ITIL framework. This role involves resolving technical issues, managing customer expectations, and contributing to continuous improvements. Responsibilities Plan, perform, and manage medium to high complexity production support tasks and activities, leveraging subject matter knowledge in general application and infrastructure support (e.g., incident, change, problem management, controls, monitoring production processing), adhering to the ITIL framework . Work on the planning and execution of change, problem, incidents, production processes, controls, and service requests. Escalate unresolved issues to appropriate personnel in a timely manner. Provide end-user support, which may include systems administration assistance, coordinating stakeholder discussions, updating user documentation, or conducting training. Communicate clearly and effectively with cross-functional teams (e.g., Functional, Development, Testing) within the project. Manage customer expectations regarding estimated response times for issue resolution. Resolve technical issues efficiently through phone, chat, and email communication channels. Meet defined SLAs (Service Level Agreements) for response and resolution times by collaborating with L1, L2, and L3 Support organizations. Extensively research and document customer technical issues to build a robust knowledge base. Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate. Partner with Technical Support team members on various strategic projects as needed. Own customer technical issues from initial report to resolution, maintaining regular communication with customers regarding issue status. Run monitoring reports for usage, performance, and/or availability of MicroStrategy applications. Document solutions for knowledge-base articles and propose new ideas for innovation and automation excellence within the Support team. Perform automation, optimization, and continuous improvements to reduce incident count and enhance service delivery. Mandatory Qualifications 4-8 years of relevant experience in L1, L2, and L3 technical support for MicroStrategy Administration and Development. Strong customer interaction experience. Proven experience in MicroStrategy Administration, including: User Access, permissions, privileges User Licensing Metadata management Intelligence Server administration ODBC connections Project status/security management Project View System monitoring Cube/Subscription Monitoring Proficient in SQL knowledge. Experience in MicroStrategy reporting and Cubes. Familiarity with general application and infrastructure support concepts (incident, change, problem management, controls, monitoring production processing). Understanding of the ITIL framework, industry delivery and support standards, processes, and knowledge management systems. Experience with ITSM tools (e.g., Jira, ServiceNow). Excellent written and verbal communication skills. Excellent problem-solving and analytical skills. Ability to troubleshoot issues and find effective solutions. Good organizational skills and a strong aptitude for attention to detail. Knowledge of collaboration tools (e.g., Outlook, browsers, SharePoint, Office Suite, Teams, Zoom). Good team player and a quick learner. Preferred Qualifications Experience with application support and business operations in the consumer and retail industry. Bachelor's Degree in a technical field.
