Technical Support Engineer II

Essential Duties & Responsibilities : - Provide assistance to customers, consultants, and partners on the usage of Mitratech products through our customer support portal, email, chat, and phone in a multichannel support environment. - Work within systems such as Zendesk, Jira, and SendGrid to manage cases, track progress, and communicate with stakeholders (experience with these systems is preferred). - Troubleshoot issues by reproducing the problem and determining the resolution. - Triage newly reported problems, assign proper severity, and work to identify a resolution. - Update the ticket tracking system to provide an accurate and current status of support issues. - Create knowledge base articles regularly to expand self-help tools for customers and internal teams. Requirements & Skills: - 3+ years of experience working with enterprise software applications in support, development/QA, services, or a similar technical role. - Experience working with Tomcat/ Weblogic services - Experience working with Java/SQL- Intermediate - Should be able to debug logs, class files and write SQL scripts efficiently - Experience with Windows and Microsoft Office. - Experience working in a multichannel support environment using tools such as Zendesk, Jira, and SendGrid is preferred. - Excellent organizational, customer relationship, verbal, and written communication skills. - Highly dependable and professional. - Highly motivated, self-starter with a positive attitude - Excellent problem-solving and listening skills. - Critical thinker and adept at problem-solving. - Interpersonal skills: Remain open to others ideas and exhibit willingness to try new things. Education: - Bachelor's or Master's of Science in Computer Science/Engineering or relevant experience required. Skills: Troubleshooting, Technical Support Experience: 3.00-7.00 Years