Technical Support Engineer Tier 2

Summary

Join Mitratech as a Tier 2 Technical Support Engineer and provide second-line support to customers, partners, and consultants. Collaborate with a global team to resolve software issues and address customer requests. Build your technical skills while working with various technologies, including Application Servers, Database Servers, and Reporting components. You will troubleshoot issues, triage problems, update tracking systems, and create knowledge-base articles. Success requires excellent communication, analytical, and problem-solving skills, along with a strong technical acumen. Mitratech values a proactive, collaborative, and committed work environment.

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