Support Engineer Tier 2

Summary

Join Mitratech, a global technology partner for corporate legal and compliance teams, as a Tier 2 Technical Support Engineer. Provide second-line support to customers, partners, and consultants, collaborating with a skilled team to resolve software issues and address customer requests. Build technical skills and learn various technologies related to application, database, and reporting components. Deliver high-level problem resolution and service excellence. The ideal candidate possesses excellent communication, analytical, and problem-solving skills, along with a strong technical acumen. Mitratech offers a close-knit, globally dispersed team, a diverse and inclusive work culture, and opportunities for professional growth.

Requirements

• 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 with Windows and/or Unix operating systems
• 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
• Bachelor or Master of Science in Computer Science/Engineering or relevant experience required

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

Preferred Qualifications

• 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 Business Objects or any Business Intelligence technology preferred but not required