Tracker Corp Looking for Technical Support Engineer Tier III at Hyderabad, Telangana Full Time

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you’ll fit right in.

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 III 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:
Deliver product support to customers, consultants, and partners on the usage of Mitratech products

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 escalation point for issues that fall outside of scope for Tier I and Tier II Engineers

Perform software updates, backups, and system maintenance

Document technical environments, processes and procedures, testing plans, project plans.

Maintain detailed call records for all customer interactions

Create knowledge-base articles regularly to expand self-help tools for customers and internally

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 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

Assist with troubleshooting issues, integrations, and peripheral products/modules including custom code and reporting tools

Acting as primary point of contact for Mitratech clients who have purchased a Managed Services offering

Maintaining and documenting client configurations and customization

Participate in on-call rotation as required

Qualifications

4+ years of experience working with enterprise software applications in support, development/QA, services or similar technical role

Intermediate proficiency with MSSQL

Experience with environment architecture and troubleshooting strongly preferred – understand how to troubleshoot application issues at App Server and DB layers, OS, security and auth layers, and anything in between

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.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your candidate application.