Technical Support Engineer III

At Mitratech, we are a team 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 Overview

As a part of our latest transformation, we are searching for a Technical Support Engineer III who enjoys working directly with clients to solve a variety of problems across our suite of enterprise software applications to join our team of skilled support engineers. In this role, you will provide the second line of support to our customers, partners, and consultants - collaborating closely with our worldwide services, client success, and engineering teams to rapidly resolve software issues and quickly address customer requests. Support Engineers will have the opportunity to build their communications, customer services, and technical skills, and the ability to learn a wide range of technologies related to enterprise-grade software applications in a B2B setting. Successful candidates should be passionate about client success and want to solve daily problems and questions. You should have excellent communication skills, great analytical and problem-solving skills, and a client service focus to deliver the highest level of experience for our clients.

Essential Duties Responsibilities:

• Assist customers, partners, and other team members on the usage of our products through various channels: phone, chat, and support portal.
• Be a client advocate!
• Leverage existing product documentation, USCIS E-Verify documentation, and the self-service repository to answer client inquiries.
• Use SQL to investigate and report on production and nonproduction databases.
• Recreate reported issues, identify defects, and work with clients to fully understand reported problems and provide workarounds.
• Troubleshoot issues through reproducing the problem, determining the resolution, and performing root cause analysis.
• Assist in isolating the source of issues, which may include working with integrations to other applications, clients' local environment/infrastructure, or our hosted environments.
• Create Change Control Requests (CCR) for client updates and bug spot fixes.
• Participate in status calls with clients and other team members.
• Contribute to growing knowledge base with internal and client-facing content.
• Document all communication via ticketing systems.
• Rotational on-call and weekend coverage may be required.
• Other reasonable duties related to product and client issues as required.

Requirements Skills:

• 4-5 years of experience working in Technical Support / Customer Service.
• Strong written and verbal communication skills.
• Ability to work both independently and in a group and prioritize one’s own work.
• Ability to explain technical issues to non-technical staff and clients.
• Interest in documenting to reduce the time spent.
• Experience working with sensitive data is preferred.
• Experience using case management systems (Salesforce.com, Jira, Zendesk).
• Experience with database technologies, including MS SQL Server, Oracle, or other database technologies.
• Familiarity with navigating and utilizing Amazon Web Services (AWS), is preferred.
• Experience with application servers such as IIS, Tomcat, or WebLogic (Good to have).
• Proficiency with Desktop applications.
• Experience with Windows.
• Experience with HTML and CSS (Good to have).
• Experience with USCIS and/or E-Verify processes is a plus.
• Experience working with and/or supporting HR professionals is a plus.

Education:

• Bachelor's degree with a focus in computer science, information sciences, or business, or relevant experience.

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.