Technical Support Engineer Tier II
Location
Secunderabad | India
Job description
At Mitratech, we are focused on building world-class products that empower and automate operations in the Legal, Risk, Compliance, and HR professionals. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence. Mitratech partners with more than 10,000 companies worldwide and takes pride in being a fast-growing company!
Our team has scaled rapidly over the past few years, and we're looking for an experienced and agile WordPress Developer to join our Marketing team! The ideal candidate will work closely with product, engineering, marketing, and sales teams to manage multiple (and counting) sites.
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!
The Tier 2 Technical 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. 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.
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.
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