Technical Support Engineer II

Mitratech Holdings Inc; A distancia; MXN 718,000 - 1,078,000; Jornada completa

Descripción de la vacante

A leading software company is looking for a Tier 2 Technical Support Engineer in Mexico. The role involves providing second-line support to customers and partners, troubleshooting software issues, and collaborating with a worldwide team. Candidates must have at least 2 years of experience with SAAS applications, solid skills in Java/J2EE, and excellent problem-solving abilities. This opportunity offers a chance to grow technical skills in a diverse and inclusive work environment.

Formación

• 2+ years of experience with SAAS enterprise software.
• Experience with Java/J2EE applications is required.
• Hands-on experience in BPM products or workflow systems.

Responsabilidades

• Provide assistance through customer support portal, email, chat and phone.
• Troubleshoot issues and determine resolutions.
• Update ticket tracking system with current status.

Conocimientos

Communication skills

Analytical skills

Problem-solving skills

Technical acumen

Organizational skills

Customer relationship management

Educación

Bachelor's degree or relevant experience

Herramientas

Java/J2EE

Application Servers (Tomcat, Weblogic, WebSphere)

BPM products

Business Intelligence technologies

Descripción del empleo

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 of Fortune 100 companies. 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.

The Tier 2 Technical Support Engineer will provide the second‑line of support to our customers, partners and consultants. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem‑solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.
Due to business and compliance requirements, this position is open only to candidates residing in Mexico. Applications from candidates outside this region will not be considered.

• 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 internall

Qualifications

• 2+ years of experience working with SAAS enterprise software applications in support, development/QA, services or similar technical role
• 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 in working with API's and integrations into a primary system
• Hands on experience working in BPM products or workflow systems to be able to configure and create processes.
• 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

Education

• Bachelor 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.