Technical Support Engineer I

Summary

Join Mitratech's global team as a Technical Support Engineer I and provide second-line support to clients, partners, and consultants. Collaborate with worldwide services, client success, and engineering teams to resolve software issues and address customer requests. Build your communication, customer service, and technical skills while learning various technologies related to enterprise-grade software applications. Passion for client success and strong analytical and problem-solving skills are essential. This role offers the opportunity to work remotely anywhere in the US. Mitratech is committed to a diverse and inclusive work culture with great people practices and learning opportunities.

Requirements

• 1-2 years of experience working in Technical Support / Customer Service
• Strong written and verbal communication skills
• Ability to work both independently or in a group and prioritize one’s own work
• Ability to explain technical issues to non-technical staff and clients
• Interest in documenting to reduce time spent
• Experience using case management systems (Salesforce.com, Jira, ZenDesk)
• Proficiency with Desktop applications
• Experience with Windows
• Ability to install, configure and technically understand enterprise software applications
• Bachelors degree with focus in computer science, information sciences or business or relevant experience

Responsibilities

• Provide assistance to customers, partners and other team members on the usage of our products through various channels: email, phone, chat and support portal
• Be a client advocate!
• Leverage existing product documentation, USCIS & E-Verify documentation, and self-service repository to answer client inquiries
• Process E-Verify enrollments for new clients
• Recreate reported issues, identify defects and work with clients to fully understand reported problems and provide work arounds
• Assist in isolating source of issues which may include working with integrations to other applications, clients local environment/infrastructure or our hosted environments
• Participate in status calls with clients and other team members
• Troubleshoot issues through reproducing the problem and determine resolution and perform root cause analysis
• Contribute to growing knowledge base with internal and client facing content
• Document all communication via ticketing systems
• Participate in acceptance testing and review of newly released software
• Assist clients and internal teams with software upgrades
• Rotational on-call and weekend coverage may be required
• Other reasonable duties related to product and client issues as required

Preferred Qualifications

• Familiarity with database technologies including Oracle or MS SQL Server
• Experience with application servers such as IIS, Tomcat or WebLogic
• Experience with HTML and CSS is preferred
• Experience with USCIS and/or E-Verify processes is a plus
• Experience working with and/or support HR professionals is a plus

Benefits

• Health, Dental & Vision Insurance
• 401k + Employer Match
• PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program
• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition