Technical Support Engineer II

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. 
 
Essential Duties & 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

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

Education:

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

Compensation:

Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all the listed requirements.
This role can be performed 100% remote anywhere in the US. Anticipated Pay: $60,000 Annually USD
Total compensation includes US employee benefits and annual bonus eligibility.
Benefits we offer:

• 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

Perks we offer:

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition
• LinkedIn Learning Platform

The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to the volume of qualified applicants.

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

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.