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 of Fortune 100 companies. 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.Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!Job OverviewThe Tier 2 Technical Support Engineer will provide the second line of support to our customers, partners, and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers, and Reporting components. Successful candidates must possess excellent communication, analytical, and problem-solving skills along with strong technical acumen to deliver the highest level of problem resolution and service excellence.Essential Duties & Responsibilities:Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phoneTroubleshoot issues through reproducing the problem and determining the resolutionTriage newly reported problems, assign proper severity, and work to identify a resolutionUpdate the ticket tracking system to provide accurate and current status of support issuesCreate Knowledge-base articles regularly to expand self-help tools for customers and internallyQualifications: 2+ years of experience working with enterprise software applications in support, development/QA, services, or similar technical roleExperience writing SQL queries requiredExperience working with Java/J2EE applications requiredExperience working with Application Servers such as Tomcat, Weblogic, and/or WebSphere preferredExperience with performance tuning of applications or databases preferredExperience with relational databases including Oracle and/or SQL Server preferred but not requiredExperience with Windows and/or Unix operating systemsExperience with Business Objects or any Business Intelligence technology preferred but not requiredExcellent organizational, customer relationship, verbal, and written communication skillsHighly dependable and professionalExcellent problem-solving and listening skillsHighly motivated, self-starter with a positive attitude EducationBachelor or Master of Science in Computer Science/Engineering or relevant experience required.CompensationMitratech 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 listed requirements.We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay Salary: $60,000 Annually USDTotal compensation includes US employee benefits and annual bonus eligibility.Benefits we offer:Health, Dental & Vision Insurance401k + Employer MatchPTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days OffSTD, LTD & Group Life InsurancePaid Parental LeavePet InsuranceFSA & HSA OptionsEmployee Assistance ProgramPerks we offer:Remote WorkCareer Advancement & Professional Development OpportunitiesEmployee RecognitionThe position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to 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.comWe 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.