[Hiring] Technical Support Engineer II @Mitratech

Role Description

The Mitratech Support team goal is to be passionate about customer success by providing world-class application support through problem-solving, communication, and 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.

Essential Duties & Responsibilities

• Serve as a Subject Matter Expert
• Provide in-depth technical knowledge and expertise 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.
• Maintain and document client configurations and customization.

Qualifications

• 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.
• SAP Business Objects is a plus.

Requirements

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

Benefits

• Health, Dental & Vision Insurance
• 401 (k) + Employer Match
• Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program