Technical Support Engineer Tier 2
At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.
Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!
Your role
The Technical Support Engineer II will provide application 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 gain troubleshooting and technical strengths on a specific product, as well as developing more generic skills which will allow them to expand into the support of additional products. Successful candidates must possess excellent communication, analytical and problem solving skills along with a hunger to learn, all while providing world-class timely support to our customers.
Responsibilities
- Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone
- Triage newly reported cases, assign the appropriate severity and prioritize cases
- Troubleshoot issues by replicating issues on test systems
- Create Knowledgebase articles, to expand self-help tools for customers and colleagues
- Recreate product defects and work with the engineering team to resolve issues
- Maintain and resolve support tickets ensuring our Customer SLAs are achieved
- Lead client calls to give updates on outstanding support related issues
Skills and Experience
Essential
- Extensive experience of 2nd line application support, i.e., at least 2-3 years or equivalent experience in a technical support team
- Experience supporting web browser based SaaS applications
- Some understanding of SSO technologies
- 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, curious and enthusiastic attitude to learning
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.