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Mid LevelFull-time
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Tier 2 Support Engineer to join our team at Mitratech. This role involves providing second-line support to customers, partners, and consultants, collaborating with support engineers and developers to resolve software issues and address customer requests.
Key Responsibilities
- βAssist customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone
- βAdvise clients on configuration options based on best practices
- βTriage newly reported problems, assign proper severity, and work to identify a resolution
- βTroubleshoot issues by reproducing the problem and determining the resolution
- βUpdate the ticket tracking system to provide an accurate and current status of support issues
- βIdentify case trends and report to services and development
- βMaintain proactive communication upward and across client contacts
- βCreate Knowledgebase articles regularly to expand self-help tools for customers and internally
Requirements
- β2+ years of experience in software applications
- βBachelorβs degree in a related discipline or relevant experience required (Engineering/CS/MIS/Communications degree preferred)
- βQuick learner
- βHands-on approach
- βStrong sense of ownership
- βStrong sense of urgency
- βExperience with APIs preferred, but not required
- βExcellent organizational, customer relationship, verbal, and written communication skills
- βHighly dependable and professional
- βExcellent problem-solving and listening skills
- βAbility to train others in the use of Mitratech products
- βHighly motivated, proactive self-starter with a positive attitude
