Technical Support Engineer II

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 Overview 

The Technical Support Engineer II team member will provide a deeper level of technical support for TalentReef customers, and interface between Engineering and Customer Support. Key responsibilities include working a ticket queue to resolve technical issues, monitoring application health, and collaborating with Engineering to resolve issues.

Essential Duties & Responsibilities:

• Troubleshoot issues by reproducing the problem and determining a 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 issues
• Monitor the health of the application using systems such as Splunk or AWS Cloudwatch
• Update alerting systems as needed with new alerts
• Address questions from Tier 2 Support teams
• Build tools to help Tier 2 Support address common problems or questions
• Build tools to help Tier 3 address repetitive tasks
• Represent work and status by participating in agile ceremonies and other stand up meetings
• Resolve data export issues and other system integration issues using scripting and SQL
• Handle alerts when on-call
• Be available to help with high severity issues in production by investigating logs, other information produce by tools such as splunk
• Learn the applications and how they work and understand enough about software languages to read the code if needed
• Nice to have exposure to ColdFusion/Lucee, Scala, Java, Javascript, and React languages/frameworks

Requirements & Skills:

• 3+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role
• Experience with Atlassian’s tool suite or a similar technology
• Experience with Splunk or similar observability and monitoring tools
• Understanding of basic SQL and fundamental computer programming techniques
• Excellent customer support skills – verbal and written communication, empathy, patience, and a passion for helping solve problems with other people.
• Critical thinker and adept at problem-solving.
• Interpersonal skills: Remain open to others' ideas and exhibit willingness to try new things

Education:                         

• Technical degree 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.

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