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Job Details

Technical Support Engineer Tier I

Location
Austin, TX

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Profile

Our team is changing the face of legal, compliance, and operational risk. Today, our products run over 1200 corporations of all sizes across the globe, representing six of the Fortune 10, almost 40 percent of the Fortune 500, and over 50,000 users in over 150 countries. These teams depend on our technology and our people to help them grow and protect their organizations. Our approach to work is proactive, collaborative, and committed. The professionals who thrive at Mitratech are those who know how to balance individual excellence with teamwork. We believe enthusiasm fuels great work, so we look for people who are truly passionate about creating an environment of transparency, predictability, and control just as we do for our clients. 
The Mitratech Support team goal is to be passionate about customer success, by providing world class application support through problem-solving, communication and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support engineers. Mitratech’s support organization is a global team with offices in Austin, London and Melbourne. The Technical Support Engineer is responsible for providing functional and technical support with responsibilities that include working with our clients to troubleshoot, document, and resolve technical and business process related problems. Our Engineers works on problems of complex scope where analysis of situations or data requires complete evaluation of various factors and resolutions may require updates at the code level. Candidates will be expected to work both collaboratively with client contacts and colleagues and must have the ability to be self-directed in order to obtain and clearly communicate resolution of the client’s inquiry.
The key focus of this role will be to support our clients in the day-to-day operation of our software, including client training, dealing with support issues raised by clients, testing client version releases, as well as the provision of support to the internal Mitratech teams for client implementations.
Essential Duties & Responsibilities
Serve as the first point of contact via phone, email, and web-based support portal for Mitratech clients using our software and data product questions and issues
Research, troubleshoot, and resolve support issues.  As needed, identify workarounds and communicate to customers
Duties include testing of new client version releases.  This may involve: 

undertaking prescribed tests for new client environments
looking for solutions where issues are identified
regularly reporting back go your manager testing progress and findings
Interact with customers, partners, field teams, and software developers to provide technical advice and assistance
Identify, analyze, and document product defects relating to databases, application servers and new technologies for product management and engineering teams. Maintain detailed call and email records for all customer interactions
Prioritize and resolve issues of the highest technical and business severity
Work with Product Management, Engineering, QA, Professional Services, and all levels of support
After-hour on-call support coverage rotation may be required
Any other tasks and duties that might reasonably be required of you
Requirements & Skills
Experience working with Enterprise Legal Management or GRC software solutions a plus
Excellent verbal and written communication skills
Works well in a team environment, as well as independently
Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge
Attention to detail with the ability to multi-task and strong organizational skills
Self-motivated and able to work under pressure to deliver high-quality solutions
Advanced computer skills beneficial
Experience with SQL, XML, and Java or .NET preferred but not required
Experience with Windows Operating Systems and Microsoft Office applications
Experience with VMWare & Other Virtual Machine Software
Conceptual Understanding of:

Databases in General; MS SQL Server or Oracle
Web Servers (IIS, Weblogic, Tomcat or Websphere)
.NET Architecture and Deployment Methodologies
Windows security, policies & Active Directory
Education:                         
Bachelor’s degree or equivalent experience preferred.
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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