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 of Fortune 100 companies. 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.
Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!
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 and strong technical acumen to deliver the highest level of problem resolution and service excellence.
Roles and Responsibilities:
We assist customers, consultants, and partners in using Mitratech products through our customer support portal, email, chat, and phone.
- Troubleshoot issues by reproducing the problem and determining the resolution.
- Assist other support team members with technical issues and act as an escalation point for issues outside the scope of Tier 1(if there is a Tier 1).
- Create Knowledge base 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 the engineering maintenance team on the 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 and project plans.
The success evaluation can be based on multiple metrics and processes, which could change depending on the team's and business unit's goals and priorities that year. The yearly reviews will address the final evaluation of that year.
Based on the requirements, the support engineer will work with both the COE team and the Global team members. These could be the folks from the Support team and other internal teams we work with, like the Engineering (Product) team, Hosting team (Cloud), Services team, etc.
The Technical Support Engineer II will report to that team's immediate Technical Support Manager.
- 2+ years’ experience working with enterprise software applications in support, development/QA, services or similar technical roles.
- Bachelor or Master of Science in Computer Science/Engineering or Business is preferred.
- Experience working with .NET applications preferred.
- Intermediate proficiency with MSSQL preferred.
- Experience with Windows 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.
- Highly motivated, self-starter with a positive attitude
- Excellent problem solving and listening skills
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.
