Technical Support Engineer Tier I

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in. 

The Technical Support Engineer I (JR Level)  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 or Master of Science in Computer Science/Engineering or Business with IS focus preferred
•    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

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your candidate application.
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.