Technical Support Engineer

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!

Essential Duties & Responsibilities:

• Provide assistance to customers, partners and other team members on the usage of our products through various channels: email, phone, chat and support portal
• Be a client advocate!
• Leverage existing product documentation and self-service repository to answer client inquiries
• Recreate reported issues, identify defects and work with clients to fully understand reported problems and provide work arounds
• Assist in isolating source of issues which may include working with integrations to other applications, clients local environment/infrastructure or our hosted environments
• Participate in status calls with clients and other team members
• Experience with application servers such as IIS, Tomcat or WebLogic
• Troubleshoot issues through reproducing the problem and determine resolution and perform root cause analysis
• Contribute to growing knowledge base with internal and client facing content 
• Document all communication via ticketing systems
• Participate in acceptance testing and review of newly released software
• Assist clients and internal teams with software upgrades
• Rotational on-call and weekend coverage may be required
• Other reasonable duties related to product and client issues as required

Requirements & Skills:

• Familiarity with .NET or Java/J2EE applications
• Experience with application servers such as IIS, Tomcat or WebLogic
• Familiarity with database technologies including Oracle or SQL Server 
• Proficiency with MS SQL
• Experience with Windows or Unix OS
• Ability to install, configure and technically understand enterprise software applications
• Experience with reporting/business intelligence solutions a plus (SAP Business Objects, SiSense)
• Experience with HTML and CSS is preferred

Personal Skills & Experience:                         

• 2 years of experience working in support, development, QA or implementation services
• Bachelors degree with a focus in computer science, information sciences or business or relevant experience
• Proficient/fluent English-language written and verbal communications skills
• Ability to work both independently or in a group and prioritize ones own work
• Ability to explain technical issues to non-technical staff and clients
• Interest in documenting to reduce time spent 
• Experience using case management systems (Salesforce.com, Jira, ZenDesk)

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.