Tier 2 Technical Support Engineer
Hyderabad, India
4d ago

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.

Overview :

As a part of our latest transformation, we are searching for a Technical Support Engineer II that 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 at our rapidly growing Hyderabad Center of Excellence.

In this role, you will provide the second line of support to our customers, partners and consultants - collaborating closely with our worldwide 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 problems every day. 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.

Required Skills :

  • 2+ years of experience in Technical Support
  • Experience with and proficiency in Enterprise Manager / SQL Server Management Studio on Microsoft SQL Server 2005 / 2008 / 2012 or later
  • Experience working with ASP.NET, Powershell, AJAX and C# is perferred
  • Experience working with HTML and CSS is a plus
  • Experience with Windows and / or Unix operating systems
  • Knowledge on Web servers like IIS, WebLogic, Apache TomCat
  • Excellent written and verbal communication skills with strong orientation toward customer service
  • Microsoft training and certifications a strong plus
  • Knowledge or experience working with networking concepts a plus
  • Roles and Responsibilities :

  • Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone
  • Advise clients on configuration options based on best practices
  • Triage newly reported problems, assign proper severity and work to identify a resolution
  • Troubleshoot issues through reproducing the problem and determine the resolution
  • Update the ticket tracking system to provide the accurate and current status of support issues
  • Identify case trends and report to services and development
  • Maintain proactive communication upward and across client contacts
  • Create Knowledge base articles regularly to expand self-help tools for customers and internally
  • Maintains up-to-date technical knowledge by monitoring industry trends, and by enrolling in courses for ongoing training.
  • All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your candidate application.

    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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