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Job Title

Technical Support Engineer – BI Support Engineer

Department

Customer Support

Level

Intermediate

Location

Amman

Role Description

  • Team-wide shift rotations to cover business needs, including 24×7 “on-call” responsibilities.

Required Skills

  • English Language: Confident in reading, writing, and speaking
  • Proficiency with Power BI (the desktop application, the service, and the gateway) or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy, or Excel would be beneficial; alternatively, a strong interest in developing your knowledge of BI solutions would be beneficial.
  • Good understanding of SQL Server Analysis Services concepts, MDX, DAX, and SQL Server Reporting Services
  • Underlying awareness of SQL Server or any other database management system like Oracle or SAP
  • Thorough troubleshooting and problem-solving skills.
  • Basic network troubleshooting skills
  • Communication and senior stakeholder engagement skills are underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.
  • Enjoy operating at your own pace and as part of a highly collaborative team.

Qualifications & Certificates

  • Provide excellent customer support experiences to our top-tier customers.
  • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams (e.g., swarming).
  • Identify cases that require escalation (either technically or strategically).
  • Create and maintain incident management requests for the product group or engineering group.
  • Contribute to case deflection initiatives, automation, and other digital self-help assets to improve the customer and engineer experience.
  • Drive technical collaboration and engagement outside of CSS (product engineering teams, services, support, and regions).