Job description

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.

Job Overview

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 internally

Qualifications:

2+ years of experience working with 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 Windows and/or Unix operating systems
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 Master of Science in Computer Science/Engineering 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.

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