Technical Support Engineer I

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. 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.

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.

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!

Job Overview

As a part of our latest transformation, we are searching for a Technical Support Engineer I who 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. In this role, you will provide the second line of support to our customers, partners, and consultants - collaborating closely with our worldwide services, 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 daily problems and questions. 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.

Essential Duties & Responsibilities:

• Provide assistance to customers, partners and other team members on the usage of our products through various channels: email, phone, chat and support portal
• Be a client advocate!
• Leverage existing product documentation, USCIS & E-Verify documentation, and self-service repository to answer client inquiries
• Process E-Verify enrollments for new clients
• Recreate reported issues, identify defects and work with clients to fully understand reported problems and provide work arounds
• Assist in isolating source of issues which may include working with integrations to other applications, clients local environment/infrastructure or our hosted environments
• Participate in status calls with clients and other team members
• Troubleshoot issues through reproducing the problem and determine resolution and perform root cause analysis
• Contribute to growing knowledge base with internal and client facing content • Document all communication via ticketing systems
• Participate in acceptance testing and review of newly released software • Assist clients and internal teams with software upgrades
• Rotational on-call and weekend coverage may be required
• Other reasonable duties related to product and client issues as required

Requirements & Skills:

• 1-2 years of experience working in Technical Support / Customer ServiceStrong written and verbal communication skills • Ability to work both independently or in a group and prioritize one’s own work
• Ability to explain technical issues to non-technical staff and clients
• Interest in documenting to reduce time spent
• Experience using case management systems (Salesforce.com, Jira, ZenDesk)
• Familiarity with database technologies including Oracle or MS SQL Server (Good to have)
• Experience with application servers such as IIS, Tomcat or WebLogic (Good to have)
• Proficiency with Desktop applications
• Experience with Windows
• Ability to install, configure and technically understand enterprise software applications
• Experience with HTML and CSS is preferred
• Experience with USCIS and/or E-Verify processes is a plus
• Experience working with and/or support HR professionals is a plus

Education:

• Bachelors degree with focus in computer science, information sciences or business or relevant experience

Compensation

Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements. 

We will disclose intended pay ranges in our job ads for US-based opportunities– This role can be performed 100% remote anywhere in the US. Anticipated Pay: $50,000 Annually USD 

Total compensation includes US employee benefits, and annual bonus eligibility.   

Benefits we offer: 

• Health, Dental & Vision Insurance
• 401k + Employer Match
• PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks we offer: 

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition

The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to volume of qualified applicants. 

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

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.