Remote Technical Support Engineer III

Summary

Join our global team and see why it’s so special to be a part of Mitratech! 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 thrive 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!

Responsibilities

• Troubleshoot issues by reproducing the problem and determining a resolution
• Triage newly reported problems, assign proper severity and work to identify a resolution
• Update the ticket tracking system to provide accurate status of issues
• Monitor the health of the application using systems such as New Relic and Splunk
• Update alerting systems as needed with new alerts
• Address questions from Tier 2 Support teams
• Build tools to help Tier 2 Support address recurring issues or questions
• Build tools to help Tier 3 address repetitive tasks
• Represent work and status by participating in agile ceremonies and other stand-up meetings
• Resolve data export issues and other system integration issues using scripting and SQL
• Handle alerts when on-call
• Be available to help with high severity issues in production by investigating logs and other information produced by tools such as Splunk and AWS CloudWatch
• Learn the applications and how they work and understand enough about software languages to read the code if needed
• Collaborate with software engineers to troubleshoot complex problems