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 recent things.

Education:

- Bachelor's or Master's of Science in Computer Science/Engineering or relevant experience required.

📌 Technical Support Engineer II (India)
🏢 Mitratech India
📍 India