Not provided by employer
Technical support engineer tier iii
Mitratech is a proven global technology partner for corporate legal and compliance teamsOur approach to work is proactive, collaborative, and committedThe professionals who are thriving at mitratech are people like you who know how to balance individual excellence with teamworkWe believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clientsIn other words, if you like people and technology, you`ll fit right in.
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 improvementWe are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support engineersThe technical support engineer iii will provide dedicated support to specific clientsThey 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:
Deliver product support to customers, consultants, and partners on the usage of mitratech products
Troubleshooting via root cause analysis and providing workarounds and fixes
Perform software updates, backups, and system maintenance
Document technical environments, processes and procedures, testing plans, project plans.
Maintain detailed call records for all customer interactions
Create knowledge-base articles regularly to expand self-help tools for customers and internally
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 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
Assist with troubleshooting issues, integrations, and peripheral products/modules including custom code and reporting tools
Acting as primary point of contact for mitratech clients who have purchased a managed services offering
Maintaining and documenting client configurations and customization
Participate in on-call rotation as required
3+ years of experience working with enterprise software applications in support, development/qa, services or similar technical role
Intermediate proficiency with mssql
Experience with environment architecture and troubleshooting strongly preferred – understand how to troubleshoot application issues at app server and db layers, os, security and auth layers, and anything in between
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
Bachelor or master of science in computer science/engineering or relevant experience required.
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your candidate application.
We are an equal opportunity employer that values diversity at all levelsAll 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.
Posted 19 days ago