Technical Support Engineer II

Mitratech

9h•$60,000•Remote

About The Position

At Mitratech, we are a team of innovators 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! Job Overview The Mitratech Support team goal is to be passionate about customer success by providing world class application support through problem-solving, communication, and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support engineers. The Technical Support Engineer II will provide dedicated support to specific clients. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests.

Requirements

5+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role
Exercise considerable initiative and judgment in work methods and in interpreting and delegating work requirements/goals
Intermediate proficiency with MSSQL
Experience with environment architecture and troubleshooting – understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between
Able to work cross-functionally and collaboratively with many stakeholders
Excellent organizational, customer relationship, verbal, and written communication skills
Excellent problem-solving and listening skills
Highly motivated, self-starter with a positive attitude
Ability to work as an individual or in a group and prioritize one’s own work
Ability to translate technical issues and resolutions to non-technical clients and staff
Experience working with
.NET or Java/J2EE applications
Application Servers such as IIS, Tomcat, Weblogic or WebSphere
AppDynamics or other similar application monitoring tools
Relational databases including Oracle and/or SQL Server
Performance tuning of applications or databases
Windows and/or Unix operating systems

Nice To Haves

SAP Business Objects is a plus

Responsibilities

Serve as a Subject Matter Expert
Provide in-depth technical knowledge and expertise complex on complex major projects requiring innovative and original solutions.
Troubleshooting via root cause analysis and providing workarounds and fixes
Provide technical guidance and best practices for upgrades of Mitratech software applications which could include oversight of short-term upgrade projects and execution of associated technical tasks
Assist other members of the support team with technical issues and act as an escalation point for issues that fall outside of the scope for Tier I, Tier II, and Tier III Engineers
Lead advanced technical work that develops new troubleshooting processes and technical workarounds.
Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product
Monitor all production system applications and participate in issue resolution for high-impact issues for Mitratech-hosted clients
Recreate product defects and work with the engineering maintenance team on scoping resolution to provide to clients
Assist in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components, database server, and other hardware
Maintaining and documenting client configurations and customization