Technical Support Engineer Tier I

Summary

Join Mitratech, a global technology partner for corporate legal and compliance teams, as a Technical Support Engineer I. Provide application support to customers, partners, and consultants, collaborating with a skilled team to resolve software issues and address customer requests. Build your technical skills while working with various technologies related to application servers, database servers, and reporting components. Deliver high-level problem resolution and service excellence. Successful candidates must possess excellent communication, analytical, and problem-solving skills along with a strong technical acumen. The role involves troubleshooting issues, creating knowledgebase articles, and participating in client calls.

Requirements

• 2+ years’ experience working with enterprise software applications in support, development/QA, services or similar technical role
• Bachelor or Master of Science in Computer Science/Engineering or Business with IS focus preferred
• 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

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
• Assist other members of the support team with technical issues and act as escalation point for issues that fall outside of scope for tier 1
• Create Knowledgebase articles regularly to expand self-help tools for customers and internally
• Triage newly reported problems, assign proper severity and work to identify a resolution
• Recreate product defects and work with engineering maintenance team on scoping resolution to provide to clients
• Participate in client calls to give updates on outstanding support related issues
• May perform software updates, backups, and system maintenance
• May document technical environments, processes and procedures, testing plans, and project plans

Preferred Qualifications

• Experience working with .NET or Java/J2EE applications preferred
• Intermediate proficiency with MSSQL preferred
• Experience with environment architecture and troubleshooting strongly preferred – understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between