Senior Cloud Support Engineer I

Senior Cloud Support Engineers are responsible for providing advanced technical support for a set of Strategy Products and the Strategy Cloud platform. This person dedicates their time to resolving complex customer issues, driving best practices across the Strategy Community, and deepening their Strategy ProductKnowledge to provide top-notch service. To succeed in this role this person must be passionate about our technology, thrive in challenging situations, demonstrate technical leadership, and have a strong desire to help others.   Responsibilities   Provide advanced support for Strategy’s Business Intelligence product suite, Cloud platform, and its underlying technologies, acting as an escalation point for Cloud Support Engineers.  Develop and maintain strong relationships with Strategy customers and partners through daily, high quality interactions during customer project development, production system maintenance, and critical incident resolution.  Collaborate and communicate effectively with peers, internal application and software development teams, and other cross-functional groups to ensure timely and effective resolution of customer issues.  Prioritize and communicate product defects and enhancements to development teams, providing detailed technical context and participating in follow-up discussions as needed.  Contribute to the growth of the Strategy Community by creating and reviewing customer-facing documentation of technical solutions and product documentation addendums, ensuring high quality and accuracy.  Lead the day to day management of the Strategy Cloud infrastructure including scheduled and emergency maintenance activities as well as scheduled on-call coverage.   Contribute to the creation and improvement of Standard Operating Procedures (SOPs) and best practices to improve team efficiency, service quality, and platform reliability.  Provide technical guidance, coaching, and mentoring to junior team members, helping to develop their technical skills and support capabilities.  Participate in and sometimes lead internal technical training sessions, knowledge-sharing activities, and continuous improvement initiatives.