Technical Support Engineer
2024-09-13
USA
Mitratech
Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.
Job Overview
The Tier 1 Technical Support Engineer will provide the first-line of support to our customers, partners and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.
Essential Duties & 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
Qualifications:
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 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 Windows and/or Unix operating systems
Experience with Business Objects or any Business Intelligence technology preferred but not 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
Education
Bachelor or Master of Science in Computer Science/Engineering or relevant experience required.
Compensation
Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements.
We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay Salary: $55,000 Annually USD
Total compensation includes US employee benefits and annual bonus eligibility.
Benefits we offer:
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
Perks we offer:
Remote Work
Career Advancement & Professional Development Opportunities
Employee Recognition
The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to volume of qualified applicants.
Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com
We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.
Job Overview
The Tier 1 Technical Support Engineer will provide the first-line of support to our customers, partners and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.
Essential Duties & 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
Qualifications:
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 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 Windows and/or Unix operating systems
Experience with Business Objects or any Business Intelligence technology preferred but not 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
Education
Bachelor or Master of Science in Computer Science/Engineering or relevant experience required.
Compensation
Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements.
We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay Salary: $55,000 Annually USD
Total compensation includes US employee benefits and annual bonus eligibility.
Benefits we offer:
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
Perks we offer:
Remote Work
Career Advancement & Professional Development Opportunities
Employee Recognition
The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to volume of qualified applicants.
Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com
We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.