Technical Support Engineer II

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!

Job Overview 

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, and continuous improvement as well as a dedication to driving the best possible experience or our clients. In other words, if you like people and technology, you'll fit right in.

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 strong technical acumen to deliver the highest level of problem resolution and service excellence.

Essential Duties & Responsibilities:

• Assist customers, consultants, and partners with the usage of Mitratech products through our customer support portal, email, 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 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:

• 2-4 years experience in software application
• 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
• All applicants meeting minimum qualifications must complete a 30-minute online assessment as part of their candidate application.

Education:                        

• Bachelor’s degree in a related discipline or relevant experience required (Engineering/CS/MIS/Communications degree preferred)

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.