Technical Support Engineer Tier 2 Remote Mexico

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We 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 clients. In other words, if you like people and technology, you'll fit right in.

Responsibilities

Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone

Troubleshoot issues through reproducing the problem and determine resolution

Triage newly reported problems, assign proper severity and work to identify a resolution

Update the ticket tracking system to provide accurate and current status of support issues

Create Knowledge-base articles regularly to expand self-help tools for customers and internally

Qualifications

3+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role

Experience working with Java/J2EE applications required

Experience working with Application Servers such as Tomcat, WebLogic and/or WebSphere preferred

Experience with performance tuning of applications or databases preferred

Experience with relational databases including Oracle and/or SQL Server preferred but not required

Experience with Windows and/or Unix operating systems

Experience with Business Objects or any Business Intelligence technology preferred but not required

Excellent organizational, customer relationship, verbal and written communication skills

Highly dependable and professional

Excellent problem solving and listening skills

Highly motivated, self-starter with a positive attitude

Education

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

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.

Note: This job description is subject to change at any time without notice.

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