At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview 

The Mitratech Support team goal is to be passionate about customer success by providing world class application support through problem-solving, communication, and with continuous improvement. We are looking for highly qualified candidates with an interest in enterprise software applications to join our team of skilled support engineers.

The Technical Support Engineer II will provide dedicated support to specific clients. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests. 
 
Essential Duties & Responsibilities

• Serve as a Subject Matter Expert
• Provide in-depth technical knowledge and expertise complex on complex major projects requiring innovative and original solutions.
• Troubleshooting via root cause analysis and providing workarounds and fixes
• Provide technical guidance and best practices for upgrades of Mitratech software applications which could include oversight of short-term upgrade projects and execution of associated technical tasks
• Assist other members of the support team with technical issues and act as an escalation point for issues that fall outside of the scope for Tier I, Tier II, and Tier III Engineers
• Lead advanced technical work that develops new troubleshooting processes and technical workarounds.
• Participate in the planning and coordination of new product deployment and enhancement projects, ensuring preparedness in servicing the product
• Monitor all production system applications and participate in issue resolution for high-impact issues for Mitratech-hosted clients
• Recreate product defects and work with the engineering maintenance team on scoping resolution to provide to clients
• Assist in troubleshooting issues with infrastructure related to running Mitratech products, including application servers, middleware, networking components, database server, and other hardware
• Maintaining and documenting client configurations and customization

Qualifications

• 5+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role
• Exercise considerable initiative and judgment in work methods and in interpreting and delegating work requirements/goals
• Intermediate proficiency with MSSQL
• Experience with environment architecture and troubleshooting – understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between
• Able to work cross-functionally and collaboratively with many stakeholders
• Excellent organizational, customer relationship, verbal, and written communication skills
• Excellent problem-solving and listening skills
• Highly motivated, self-starter with a positive attitude
• Ability to work as an individual or in a group and prioritize one’s own work
• Ability to translate technical issues and resolutions to non-technical clients and staff
• Experience working with
• .NET or Java/J2EE applications
• Application Servers such as IIS, Tomcat, Weblogic or WebSphere
• AppDynamics or other similar application monitoring tools
• Relational databases including Oracle and/or SQL Server
• Performance tuning of applications or databases
• Windows and/or Unix operating systems
• SAP Business Objects is a plus

Education:

• Bachelor or Master of Science in Computer Science/Engineering or relevant experience required.

Compensation:

Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all the listed requirements.

This role can be performed 100% remote anywhere in the US. Anticipated Pay: $60,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

Benefits we offer:

• Health, Dental & Vision Insurance
• 401 (k) + Employer Match
• Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
• STD, LTD & Group Life Insurance
• Paid Parental Leave
• Pet Insurance
• FSA & HSA Options
• Employee Assistance Program

Perks we offer:

• Remote Work
• Career Advancement & Professional Development Opportunities
• Employee Recognition
• LinkedIn Learning Platform

The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to the volume of qualified applicants.

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

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.

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. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Due to business and compliance requirements, this position is open only to candidates residing in MEXICO. Applications from candidates located outside this region will not be reviewed.

Join Our Team at Mitratech – Where Innovation Meets Heart!

At Mitratech, we’re shaping the future of Legal, Risk, Compliance, and HR for top global companies. We’re a tight-knit, globally dispersed team that values collaboration, innovation, and inclusivity.

We move fast, work smart, and have fun along the way. With a culture built on learning, great people practices, and a strong entrepreneurial spirit, we empower our team to do their best work.

As we grow, we’re always looking for fresh perspectives and passionate problem-solvers. Join us and see what makes Mitratech special!

Customer Support Representative – Be the Voice of Exceptional Support!

We believe that great customer support isn’t just about solving problems—it’s about creating amazing experiences. As a Customer Support Representative, you’ll be the friendly, knowledgeable guide that ensures our customers feel heard, supported, and empowered to use our solutions with confidence. Your role is critical in keeping our customers happy, engaged, and thriving.

What You’ll Do:

• Provide friendly, timely, and accurate support via email, phone, screen shares, and support tickets.
• Educate and guide customers through troubleshooting, solution best practices, and educational resources.
• Work closely with various teams to improve documentation, create helpful resources, and share recordings with customers.
• Identify, document, and escalate software issues to our specialized support and technical teams.
• Stay proactive and collaborative, working across departments to improve customer experience.
• Embrace a fast-paced environment where you’ll have the opportunity to wear multiple hats and grow in your role.

What Makes You a Great Fit:

• You’re a natural problem-solver who thrives on helping others.
• You’re a self-starter and continuous learner who loves figuring things out.
• You communicate clearly and effectively—especially via email.
• You’re great at prioritizing, multitasking, and staying organized.
• You have experience working remotely and collaborating across teams.
• You’re tech-savvy, curious, and eager to make an impact.

Bonus Points If You:

• Have experience in SaaS or customer-facing roles.
• Love troubleshooting and finding creative solutions.
• Enjoy working in a dynamic, fast-moving environment.

Our Core Values – What We Believe In:

• Ownership – We take initiative, follow through, and hold ourselves accountable.
• Transparency – Open, honest communication is at the heart of how we work.
• Growth – We embrace challenges, learn continuously, and push ourselves to improve.
• Inclusivity – Diverse perspectives make us stronger, and we foster an environment where everyone belongs.
• Trust – We support each other, act with integrity, and build strong relationships with our team and customers.

Why You’ll Love Working Here:

• A supportive and inclusive culture where your voice matters.
• Exciting growth opportunities and ongoing learning.
• A fully remote work environment with a global team.
• The chance to work with cutting-edge technology and make a real impact.

We believe in hiring great people from all backgrounds because diverse perspectives make us stronger. If you’re excited about this role but don’t meet every single qualification, apply anyway! We’d love to hear from you. Join us and be a part of something amazing at Mitratech!

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.

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. 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.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

The Tier II 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.

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 internally

Qualifications:

• 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 

Education

• Bachelor or Master 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.