Technical Support Engineer II

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.
 
For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

The Technical Support Engineer II will provide application support to our customers, partners, and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.

Essential Duties & Responsibilities:
•    Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone
•    Troubleshoot issues through reproducing the problem and determine resolution
•    Assist other members of the support team with technical issues and act as escalation point for issues that fall outside of scope for tier 1
•    Create Knowledgebase articles regularly to expand self-help tools for customers and internally
•    Triage newly reported problems, assign proper severity and work to identify a resolution
•    Recreate product defects and work with engineering maintenance team on scoping resolution to provide to clients
•    Participate in client calls to give updates on outstanding support related issues
•    May perform software updates, backups, and system maintenance
•    May document technical environments, processes and procedures, testing plans, and project plans.

Required Skills & Experience:
•    2+ years’ experience working with enterprise software applications in support, development/QA, services, or similar technical role
•    Bachelor's or Master's of Science in Computer Science/Engineering
•    Experience working with .NET or Java/J2EE applications preferred
•    Intermediate proficiency with MSSQL preferred
•    Experience with Windows and/or Unix operating systems
•    Experience with environment architecture and troubleshooting strongly preferred – understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between
•    Excellent organizational, customer relationship, verbal, and written communication skills
•    Highly dependable and professional
•    Excellent problem-solving and listening skills
•    Highly motivated, self-starter with a positive attitude

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.