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.
The Tier 2 Technical Support Engineer will provide the second-line of 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
- Triage newly reported problems, assign proper severity and work to identify a resolution
- Update the ticket tracking system to provide accurate and current status of support issues
- Create Knowledge-base articles regularly to expand self-help tools for customers and internall
Qualifications:
- 2+ years of experience working with SAAS enterprise software applications in support, development/QA, services or similar technical role
- Experience writing SQL queries required
- Experience working with Java/J2EE applications required
- Experience working with Application Servers such as Tomcat, Weblogic and/or WebSphere preferred
- Experience with performance tuning of applications or databases preferred
- Experience with relational databases including Oracle and/or SQL Server preferred but not required · Experience with BPM workflow products like TAP, Think Automation, Norton Automations, Pega, PRPC (Pega rules process commander), or other software BPM tools. · Experience in JavaScript-based software testing
- Experience in working with API's and integrations into a primary system
- Hands on experience working in BPM products or workflow systems to be able to configure and create processes.
- Experience with Business Objects or any Business Intelligence technology preferred but not required
- 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
Education
- Bachelor or relevant experience required
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.
Top Skills
What We Do
Mitratech, a proven global technology partner for corporate legal departments, risk & compliance teams, and HR professionals seeking to raise productivity, control expenses, and mitigate risk by deepening organizational alignment, increasing visibility, and spurring collaboration across the enterprise.
We partner with our clients to design, develop, deliver and support the best legal, risk management, and HR software solutions around, so their departments can become hubs of efficiency, innovation, and excellence for the entire organization. Mitratech is a proven global technology partner for corporate legal departments, risk & compliance teams, and HR professionals seeking to raise productivity, control expenses, and mitigate risk by deepening organizational alignment, increasing visibility, and spurring collaboration across the enterprise.
We partner with our clients to design, develop, deliver and support the best legal, risk management, and HR software solutions around, so their departments can become hubs of efficiency, innovation, and excellence for the entire organization.
Why Work With Us
Our team is what makes Mitratech great! A key to our culture is our commitment to growth. We hire people who are passionate about learning and expanding their skill sets. By supporting & encouraging professional growth and development, our team members get ample opportunities to learn, grow, and advance their careers while they’re here.
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