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 centred 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 being a part of Mitratech is so special!
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, continuous improvement, and a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.
The Technical Support Engineer II will provide application 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 and a strong technical understanding 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, chat and phone
- Troubleshoot issues by reproducing the problem and determining resolution
- Assist other members of the support team with technical issues and act as an escalation point for issues that fall outside of the scope of Tier 1
- Create Knowledgebase articles regularly to expand self-help tools for customers and internally
- Triage newly reported problems, assign proper severity and work to identify a resolution
- Recreate product defects and work with the engineering maintenance team on a scoping resolution to provide to clients
- Participate in client calls to give updates on outstanding support-related issues
- May perform software updates, backups, and system maintenance
- May document technical environments, processes and procedures, testing plans, and project plans.
Requirements & Skills:
- 2+ years experience working with enterprise software applications in support, development/QA, services or similar technical role
- Experience working with .NET applications preferred
- Intermediate proficiency with MSSQL and SQL server databases preferred
- Experience with Windows operating systems
- Experience with environment architecture and troubleshooting strongly preferred understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between
- 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
We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.
