Technical Support Engineer II

1 day ago


Banjara Hills, India Mitratech Full time

: 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. 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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