Support Engineer Tier 2

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. 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.