Technical Support Engineer Tier 2 | Mexico

View full description

Requirements:

• 2+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role.
• Experience writing SQL queries required.
• Experience working with Java/J2EE applications required.
• Experience working with Application Servers such as Tomcat, Weblogic and/or WebSphere preferred.
• Experience with performance tuning of applications or databases preferred.
• Experience with relational databases including Oracle and/or SQL Server preferred but not required.
• Experience with Windows and/or Unix operating systems.
• Experience with Business Objects or any Business Intelligence technology preferred but not required.
• Excellent organizational, customer relationship, verbal and written communication skills.
• Highly dependable and professional.
• Excellent problem solving and listening skills.
• Highly motivated, self-starter with a positive attitude.

Responsibilities:

• Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone.
• Troubleshoot issues through reproducing the problem and determine resolution.
• Triage newly reported problems, assign proper severity and work to identify a resolution.
• Update the ticket tracking system to provide accurate and current status of support issues.
• Create Knowledge-base articles regularly to expand self-help tools for customers and internally.