Technical Support Engineer II

<p><span style="font-family: 'times new roman', times, serif;">At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. 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.</span></p> <p><span style="font-family: 'times new roman', times, serif;">For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.</span></p> <p><span style="font-family: 'times new roman', times, serif;">As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!</span></p> <p><span style="font-family: 'times new roman', times, serif;"><strong>Job Overview </strong></span></p> <p><span style="font-family: 'times new roman', times, serif;">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 improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support engineers. </span></p> <p><span style="font-family: 'times new roman', times, serif;">The <strong>Technical Support Engineer II</strong> will provide dedicated support to specific clients. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. </span><br><span style="font-family: 'times new roman', times, serif;"> </span><br><span style="font-family: 'times new roman', times, serif;"><strong>Essential Duties & Responsibilities</strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Serve as a Subject Matter Expert</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Provide in-depth technical knowledge and expertise complex on complex major projects requiring innovative and original solutions. </span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Troubleshooting via root cause analysis and providing workarounds and fixes</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">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</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">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</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Lead advanced technical work that develops new troubleshooting processes and technical workarounds. </span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Monitor all production system applications and participate in issue resolution for high-impact issues for Mitratech-hosted clients</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Recreate product defects and work with the engineering maintenance team on scoping resolution to provide to clients</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Assist in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components, database server, and other hardware</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Maintaining and documenting client configurations and customization</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif;"><strong>Qualifications</strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">5+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Exercise considerable initiative and judgment in work methods and in interpreting and delegating work requirements/goals</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Intermediate proficiency with MSSQL</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">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</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Able to work cross-functionally and collaboratively with many stakeholders</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Excellent organizational, customer relationship, verbal, and written communication skills</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Excellent problem-solving and listening skills</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Highly motivated, self-starter with a positive attitude</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Ability to work as an individual or in a group and prioritize one’s own work</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Ability to translate technical issues and resolutions to non-technical clients and staff</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Experience working with </span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">.NET or Java/J2EE applications</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Application Servers such as IIS, Tomcat, Weblogic or WebSphere</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: &#39