Technical Support Engineer II

🕒 April 15

🇺🇸 United States – Remote

💵 $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Mitratech

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📋 Compliance

☁️ SaaS

💰 Private Equity Round on 2017-04

AI • Compliance • SaaS

Mitratech is a leading provider of enterprise legal management, risk management, and human resources solutions. Their platform incorporates automation, analytics, and artificial intelligence technologies to enhance efficiency and compliance across organizations. Mitratech specializes in tools for legal departments, risk management, compliance tracking, and HR management, creating an interconnected environment that empowers professionals to work smarter and achieve better outcomes.

📋 Description

• 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

🎯 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 • SAP Business Objects is a plus

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