Team Lead, Technical Support

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.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Essential Duties & Responsibilities:

The Team Lead, Technical Support will lead a group of Tier 1, 2 and 3 technical support engineers for a specific group of 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. This will be a split role, with a portion of working time spent on working technical support cases and the remainder acting as an escalation point, interacting with clients and collaborating with the support team to resolve issues. Successful candidates must possess excellent communication, analytical and problem solving skills along with basic team-building and a focus on delivering a strong technical acumen to deliver the highest level of problem resolution and service excellence.

Requirements & Skills:

• Provide assistance to customers, consultants and partners on the usage of Mitratech products through our customer support portal, email, chat and phone
• Serve as team lead for group that is first point of contact (via phone, email, web-based support portal) for Mitratech's user base
• Troubleshoot issues through reproducing the problem and determine resolution
• Triage newly reported problems, assign proper severity and work to identify a resolution
• Update internal CRM to provide accurate and current status of support issues
• Lead for team consisting of Tier 1, 2 and 3 support engineers, including monitoring case load, acting as first point of escalation and monitoring case progress
• Ensure cases worked by team are addressed timely, with the correct procedures being followed and data being captured to ensure the company meets SLAs
• Mentor other Support Engineers on system functionality and technical skills
• Assist with new hire training on support processes and policies
• Keep Support management informed of critical and high-visibility issues on a regular basis
• Meeting directly with clients and leading communication and status meetings
• Identify opportunities for business process improvements and drive process change management
• Collaborate with engineering to manage, maintain and communicate updates related to product defect backlog
• Provide team leadership and management backup as needed
• Partial responsibility for Team Performance including participation in annual performance management process (including assignment of MBO's and development plans).
• Creates a sense of ownership among the team members through appropriate skills mix, coaching, delegation and collaboration

Qualifications:

• 3+ years of experience in software application support role preferably with ELM, GRC, Immigration or Human Resources software
• Bachelor or Master of Science in Computer Science/Engineering or relevant experience 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
• Interested in managing and motivating team

* Health, Dental & Vision Insurance

* 401k + Employer Match

* PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

* STD, LTD & Group Life Insurance

* Paid Parental Leave

* Pet Insurance

* FSA & HSA Options

* Remote Work

* Career Advancement & Professional Development Opportunities

* Employee Recognition

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.