Technical Support Engineer II

Mitratech; México; Presencial; MXN 320.000 - 420.000; Jornada completa

Descripción de la vacante

A leading software development company is seeking a Tier 2 Technical Support Engineer in Mexico. The role involves providing second-line support for customers and partners, troubleshooting software issues, and writing SQL queries. The ideal candidate has at least 2 years of experience in SAAS environments and excels in communication and problem-solving. Along with a full-time employment opportunity, candidates will join a diverse team dedicated to excellence in the software industry.

Formación

• 2+ years experience in SAAS support or similar technical role.
• Experience with SQL and Java/J2EE applications required.
• Excellent organizational and communication skills.
• Experience with application servers such as Tomcat, WebLogic, and/or WebSphere is preferred.
• Experience with BPM workflow products and tools is preferred.
• Experience with APIs and integrations.
• Hands-on BPM/workflow experience to configure and create processes.
• Experience with BI tools is a plus.

Responsabilidades

• Provide support to customers via various channels.
• Troubleshoot and resolve software issues.
• Create Knowledge-base articles for customer self-help.
• Update ticket tracking system to reflect current status.
• Create Knowledge-base articles to expand self-help resources.

Conocimientos

Excellent communication

Analytical skills

Problem-solving

Technical acumen

Experience with SAAS applications

Writing SQL queries

Java/J2EE applications

API integrations

JavaScript testing

Customer relationship skills

Educación

Bachelor or relevant experience

Herramientas

Tomcat

Weblogic

WebSphere

Oracle

SQL Server

Business Objects

Pega

PRPC (Pega Rules Process Commander)

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.

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.
• 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 interns.

Qualifications

• 2+ years of experience working with SAAS 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 BPM workflow products like TAP, Think Automation, Norton Automations, Pega, PRPC (Pega Rules Process Commander), or other software BPM tools.
• Experience in JavaScript‑based software testing.
• 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.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Information Technology

Industries

• Software Development