Technical Support Engineer 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. 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!

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 in a multichannel support environment.

• Work within systems such as Zendesk, Jira, and SendGrid to manage cases, track progress, and communicate with stakeholders (experience with these systems is preferred).

• Troubleshoot issues by reproducing the problem and determining the resolution.

• Triage newly reported problems, assign proper severity, and work to identify a resolution.

• Update the ticket tracking system to provide an accurate and current status of support issues.

• Create knowledge base articles regularly to expand self-help tools for customers and internal teams.

Requirements & Skills

• 2+ years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role.

• Experience with Windows and Microsoft Office.

• Experience working in a multichannel support environment using tools such as Zendesk, Jira, and SendGrid is preferred.

• Excellent organizational, customer relationship, verbal, and written communication skills.

• Highly dependable and professional.

• Highly motivated, self-starter with a positive attitude 

• Excellent problem-solving and listening skills.

• Critical thinker and adept at problem-solving.

• Interpersonal skills: Remain open to others’ ideas and exhibit willingness to try new things.

Education

• Bachelor or Master of Science in Computer Science/Engineering or relevant experience required.

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.