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. 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.
For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.
As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!
The Tier 2 Support Engineer will provide the second 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. 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:
- Assist customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat and phone
- Advise clients on configuration options based on best practices
- Triage newly reported problems, assign proper severity and work to identify a resolution
- Troubleshoot issues by reproducing the problem and determining the resolution
- Update the ticket tracking system to provide an accurate and current status of support issues
- Identify case trends and report to services and development
- Maintain proactive communication upward and across client contacts
- Create Knowledgebase articles regularly to expand self-help tools for customers and internally
Requirements & Skills:
- 2+ years of experience in software applications
- Bachelor’s degree in a related discipline or relevant experience required (Engineering/CS/MIS/Communications degree preferred)
- Quick learner
- Hands-on approach
- Strong sense of ownership
- Strong sense of urgency
- Experience with APIs preferred, but not required
- Excellent organizational, customer relationship, verbal and written communication skills
- Highly dependable and professional
- Excellent problem-solving and listening skills
- Ability to train others in the use of Mitratech products
- Highly motivated, proactive self-starter with a positive attitude
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.
