Technical Support Engineer II

Summary

Join Mitratech, a company focused on building products for legal, risk, compliance, and HR functions, as a Tier 2 Technical Support Engineer. You will provide second-line support to customers, partners, and consultants, collaborating with a global team to resolve software issues and address customer requests. This role offers opportunities to build technical skills and learn various technologies related to application servers, database servers, and reporting components. You will be responsible for troubleshooting issues, updating ticket tracking systems, and creating knowledge-base articles. The ideal candidate possesses excellent communication, analytical, and problem-solving skills, along with strong technical acumen.

Requirements

• 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
• 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 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 internall

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 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