Technical Support Engineer II

Essential Duties & Responsibilities

• Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone in a multichannel support environment.
• Work within systems such as Zendesk, Jira, and SendGrid to manage cases, track progress, and communicate with stakeholders (experience with these systems is preferred).
• Troubleshoot issues by reproducing the problem and determining the resolution.
• Triage newly reported problems, assign proper severity, and work to identify a resolution.
• Update the ticket tracking system to provide an accurate and current status of support issues.
• Create knowledge base articles regularly to expand self-help tools for customers and internal teams.

Requirements & Skills:

• 3+ years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role.
• Experience working with Tomcat/ Weblogic services
• Experience working with Java/SQL- Intermediate
• Should be able to debug logs, class files and write SQL scripts efficiently
• Experience with Windows and Microsoft Office.
• Experience working in a multichannel support environment using tools such as Zendesk, Jira, and SendGrid is preferred.
• Excellent organizational, customer relationship, verbal, and written communication skills.
• Highly dependable and professional.
• Highly motivated, self-starter with a positive attitude
• Excellent problem-solving and listening skills.
• Critical thinker and adept at problem-solving.
• Interpersonal skills: Remain open to others ideas and exhibit willingness to try new things.

Education:

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