Technical Support 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!

About the Team

Our Technical Support team is passionate about enabling the success of our customers, solving problems, and having fun while we work hard. We receive and make calls, receive, and respond to e-mail and Self-Service requests every day. We are never bored or without opportunity to make a difference in the professional lives of our customers. We treat our customers and each other with respect. Our success is measured by customer satisfaction: Courtesy, Knowledge, Timeliness, Quality and Overall Satisfaction.

Your role

HotDocs is a leading technology provider for legal, accounting, and compliance-focused professionals. We empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.

As a Client Services Tier 2 you will join a team that offers 24/7 support, you will be engaged in challenging Tier 2 support issues as well as supporting our clients with deployments of new software fixes and updates. You will work with both our in-house teams and be the face of Mitratech to our customers when they have issues or challenges.

Responsibilities

• Deliver Tier 1 & 2 Level Support to our HotDocs Customers internally & externally.
• Support of all the HotDocs Product Portfolio in a timely and customer centric manner.
• Maintain and resolve support tickets ensuring our Customer SLAs are achieved.
• Work with internal departments to provide support and share technical Information regarding the HotDocs Product Portfolio in a proactive manner, sharing challenges and best practice to continuously improve our Service Levels to our Customers & overall experience.
• HotDocs on Premise deployments.

Skills and Experience

• Extensive experience of 2nd line IT support, i.e., at least 2-3 years or equivalent experience in a technical support team.
• Proven Knowledge of Windows Server/Client Operating Systems and Architectures, Active Directory, MS SQL Server & IIS.
• Good understanding of Virtualization and Cloud Technologies particularly HyperV, Virtual Machine Manager & Azure
• Experienced in working with Postman / Swagger for REST API testing, familiar with XML & JSON formats.
• Strong Networking skills & Techniques, DNS, TCP/IP, LAN, WAN, VPN, SNMP
• Familiar with Microsoft Office Suite and comfortable with troubleshooting MS Word issues
• Experience in Software Deployment involving Integrations and Customizations
• Good Understanding of Visual Basic / PowerShell Scripting.
• Strong Analytical and Problem-Solving Skills.
• Requires Professionalism and the ability to work in a remote and independent environment
• Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail.
• Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally.
• Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously.
• Excellent verbal and written communication skills

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.