Mitratech

Support Engineer

• Deliver Exceptional Customer Support
• Proactively Resolve Issues
• Exceed Customer Expectations
• Guide and Educate Clients
• Collaborate Across Teams
• Document and Share Knowledge
• Empower Clients with Training
• Stay Informed and Be Proactive
• Balance Quality and Efficiency
• Provide Feedback for Continuous Improvement

Technical Support Representative I

Implementation Specialist

• Develop a deep understanding of our software product and its rich feature set
• Lead multiple deployments at a time, ranging from relatively simple to complex
• Conduct operational reviews to learn about each customer’s critical workflows and operational processes
• Responsible for clients’ onboarding/training process using the implementation project plan/online tools.
• Configure software to best support each customer’s operational needs; find and implement creative workarounds where required
• Lead software training for customers (in person or over video conference)
• Be the primary point of contact for customers to support them during their onboarding period, including troubleshooting issues and reporting them as necessary
• Collaborate with the Product and Design teams on the design and requirements for product enhancements driven by your customers’ needs
• Provide ongoing feedback to our Product & Engineering teams about opportunities to improve the product
• Explain the project goals and milestones throughout the implementation process
• Manage and complete projects from the beginning to the end of the implementation lifecycle for all accounts.
• Test new modules as per the client’s requirement. Notify and train clients as needed once the testing is completed in production.
• Identifies and executes on opportunities for improvement in processes and technology

Attorney

• Manage collection matters from initiation through resolution
• Draft, review, and send demand letters
• Counsel collections team on legal strategy and process improvements
• Negotiate repayments and settlements
• Coordinate with external counsel when necessary
• Monitor laws impacting debt collection
• Maintain organized records and report to stakeholders
• Assist with other legal projects

Attorney, LATAM

Full-stack Engineer

• As a part of our expansion, we are searching for a Software Engineer IV to join us and work closely with a geographically distributed team across US, Mexico, UK and India.
• You will be deeply involved in the development, maintenance, testing and deployment of our industry leading enterprise grade workflow automation product, TAP.
• Responsibilities include development, fixing customer reported defects, unit and functional tests before deploying to the production environment.
• Maintain and improve .Net web applications including enhancements, fixing defects, implementing updates, and optimizing performance.
• Collaborate across teams with developers, testers, and stakeholders to understand needs and ensure successful enhancement and maintenance of the product.
• Document software changes and keep clear records of modifications and reasoning behind them.
• Participate in code refactoring projects to help improve codebase structure and maintainability.
• Create and maintain unit and regression tests to verify code functionality and prevent regression issues during updates.
• Perform peer code reviews to ensure quality and adherence to coding standards.
• Identify and address security vulnerabilities to maintain the security of .Net applications.
• Collaborate with Clients to troubleshoot issues and provide communication while addressing software issues.
• Deliver high quality software with low defect rate.
• Mentor Junior engineers to help them grow their technical skills and understanding of the codebase.

Software Engineer

• Lead by Example: Write clean, maintainable, high-performance code in the latest versions of .NET Core and Angular, while setting the technical direction for the team.
• Own Team Delivery: Take accountability for the work of a 3-person development team, ensuring timely, high-quality delivery against sprint and release goals.
• Mentor & Manage: Provide technical guidance, coaching, and feedback to your team. Lead performance reviews, workload planning, and ensure professional development.
• Recruit & Grow Talent: Drive interviewing and hiring for the Document Automation Portal team, ensuring we attract and retain top engineering talent.
• Architect Solutions: Apply modern architectural patterns and design principles to ensure scalability, security, and sustainability of the platform.
• Optimize Performance: Apply deep expertise in performance tuning across both applications and databases.
• Lead AI Integration: Champion the thoughtful use of AI-assisted coding tools, ensuring they enhance productivity without compromising quality, maintainability, or security.
• Deliver Resilient Cloud Solutions: Engineer solutions using Azure services (App Services, Functions, Redis, DNS/networking).
• Embed Security by Design: Bring a security-first mindset to all aspects of development, ensuring that every solution delivered by the team is resilient against threats, compliant with best practices, and meets the high standards expected by enterprise clients.
• Automate & Streamline: Partner with DevOps to strengthen CI/CD pipelines, leverage containers (especially Linux-based), and drive automation across delivery.
• Collaborate Effectively: Work closely with product managers, stakeholders, and other teams to align technical execution with business objectives.

Lead Engineer – Document Automation

• Perform an objective and subjective review of law firm invoices to determine compliance with the client’s Outside Counsel billing guidelines
• Effectively prioritize and self-manage workflow to meet a standard analysis time for invoice processing according to Mitratech's Managed Bill Review methodology and client requirements
• Establish and maintain excellent rapport as a primary contact for assigned client(s)
• Develop and maintain diplomatic relationships with law firms to best serve mutual client(s)
• Communicate and respond to inquiries from external parties as needed
• Track and update client authorizations and exceptions at the law firm and case level in company database
• Work closely with other departments to ensure accuracy and completeness of client data

Legal Billing Analyst

Analyst

• Partner with sales, customer success, finance, legal, and other teams to bring a deal to closure and accurately reflect the booking in our CRM, ensuring a seamless and frictionless customer experience throughout the process.
• Support ERP enhancements and continuous improvement projects including CPQ implementation and administration, demonstrating flexibility and creativity in solving evolving challenges.
• Assist in pricing strategy discussions and provide suggestions that balance business impact with customer value.
• Examine customer orders for validity of specification of products ordered (incl. configuration), quantities ordered, and any special pricing agreements or requirements, always keeping the customer’s needs central.
• Review, validate, and monitor the quality of both new and recurring orders.
• Review contracts and ensure clean agreements in the booking recording processes.
• Develop and/or contribute to process improvement and control governance.
• Establish regular communication with cross-functional teams, fostering strong partnerships to drive shared success.
• Highly motivated individual that focuses on order data quality, implementing quality initiatives and process adoption, and proactively owning outcomes to resolution.
• Perform reconciliations for data integrity and work with cross-functional teams to fix issues with urgency.
• Provide training and enablement for the sales teams to better understand our systems and tools, helping them deliver better outcomes for customers.

Deal Desk Analyst

• 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

Technical Support Engineer, Tier 2

Customer Success Manager

• Lead and manage a team with 6-10 direct reports.
• Recruit, train, mentor, and manage customer success managers and teams to deliver value.
• Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth.
• Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base.
• Translate strategy into performance requirements, processes, metrics, and technology.
• Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
• Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements.
• Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal.
• Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy.
• Perform other duties as assigned.

Director of Customer Success

Risk

• Onboarding clients and survey content into the Prevalent cloud hosted platform
• Distribution of information risk surveys to our clients’ requested third parties
• Addressing client queries through first line support by articulating technical concepts to non-technical stakeholders and following basic troubleshooting steps
• Monitoring and managing assessment completion rates through effective communication channels with third parties
• Conducting analysis on completed survey content and industry reports
• Managing third party risk remediation activities with the support of the Prevalent Professional Services Team
• Engaging in client touch points to provide updates on progress in collaboration with the Prevalent Customer Success Team
• Managing multiple parallel workstreams through basic project management
• Creating client reports covering key service KPI’s and third party summaries
• Quality assurance exercises on client documentation
• Review of business monitoring feeds to identify potential threats
• Leveraging the Prevalent platform to conduct other service deliverables including data mapping, contract management, contact discovery etc.

Risk Operations Center Analyst

• Serve as primary point of contact for clients, providing responsive, empathetic technical support via phone, email, and chat
• Prioritize and resolve customer issues based on severity and SLAs; address urgent issues swiftly
• Guide and educate clients through troubleshooting steps and software features; provide training and best practices
• Collaborate with cross-functional teams; act as voice of the customer and escalate as needed
• Maintain detailed records of client interactions and solutions; document and share knowledge
• Empower clients to use the platform effectively and maximize value
• Stay informed on product updates, new features, and industry trends
• Balance quality and efficiency while managing multiple support requests
• Provide customer feedback to product teams to drive improvements
• Temporary role reporting to the Manager, Benefits Expert Services; support during ACA reporting season; fully remote (U.S.)

Human Resources

• Answer, triage and transfer client calls with high level of customer service
• Manage incoming written client correspondence and phone calls for 90+% of the workday
• Create, intake and assign cases to team; monitor volume and team bandwidth to inform workload distribution decisions
• Provide real-time navigation support to clients; diagnose minor technology issues; provide detailed verbal instructions regarding how best to utilize platform and services
• Use active listening to interpret client questions and document concisely with appropriate level of detail
• Use critical thinking to navigate and problem-solve unique client inquiries
• Collaborate and work well with others with regular interruptions
• Responsible for thorough and timely documentation of client interactions using our systems
• Perform other duties as assigned.

HR Coordinator

• Representing Mitratech to our clients through regular, positive, and professional communication
• Proactively driving end user adoption through product-focused meetings, tips and tricks, and user adoption check ins
• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure
• Tracking and documenting clients’ measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met
• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward
• Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall client relationship and retention effort
• Managing and responding to product usage metrics and trends
• Working with marketing to build strong client advocacy through participation in Mitratech events, thought leadership materials, and other activities
• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long-term client needs, and advise on future client efforts
• Build deep understanding of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change over time
• Serve as the client’s go-to point of contact during the entire client lifecycle and ensure clients achieve success and increase utilization of our applications

Systems Engineer

• Analyze and monitor automated systems to ensure uninterrupted processing of applications, scripts and communication
• Configure system settings and options
• Plan and execute unit, integration and acceptance testing to meet business requirements
• Troubleshoot failed processes, identify errors and correct data issues
• Write SQL queries to provide reports and manipulate data
• Work closely with business users to provide production support
• Craft queries to answer questions posed by business and customer-facing teams
• Perform routine and ad-hoc data analysis, reconciliation and correction of data issues
• Create and monitor automated jobs for the processing of data
• Perform quality assurance on job automation tasks ensuring they meet requirements
• Handle data preparation and data analysis portions of various projects
• Work with clients and vendors on automation of job processes ensuring effective, stable and timely processing
• Generate reports
• Generate system and process documentation

Production Systems Analyst

Account Manager

• Monitor customer accounts to identify outstanding invoices
• Take the initiative to contact clients early to encourage timely payments
• Contact clients to ask about their overdue accounts/invoices
• Investigate historical data for each outstanding invoice and work closely with the billing team to settle accounts
• Resolve billing and customer payment case inquiries
• Identify and resolve collection issues promptly, ensuring customer satisfaction
• Keep up-to-date records of account status and collection efforts for all outstanding invoices & client accounts
• Analyze aging reports related to invoicing activities and achieve monthly targets
• Report weekly on all accounts' collection activity and accounts receivable status
• Monitor outstanding accounts receivable, conduct follow-up inquiries, and negotiate with delinquent accounts to secure payments
• Apply cash receipts promptly to the correct client account and invoice, ensuring accurate recording and reconciliation
• Serve as a primary point of contact for billing inquiries, resolving issues promptly and maintaining high customer satisfaction
• Participate in process improvement initiatives to enhance collections efficiencies
• Complete other tasks as assigned by the manager

Collections and Account Management Specialist

Data Analyst

• Source data from databases, APIs, and web scraping; extract, transform, and load data into usable formats.
• Clean and prepare data: handle missing values, correct errors, ensure consistency; develop scripts and workflows to automate processes including cadenced reports.
• Analyze and interpret data using statistical tools; identify trends, patterns, and anomalies; perform hypothesis testing and predictive modeling.
• Create dashboards, reports, and presentations using Tableau, Power BI, or other tools to communicate findings to stakeholders.
• Collaborate with cross-functional teams to translate data insights into actionable recommendations and explain complex findings to technical and non-technical audiences.

Senior Data Analyst

Solutions Engineer

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.
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.
Mitratech is seeking a Senior Integrations Engineer who will serve as a technical leader responsible for architecting, implementing, and optimizing complex integrations between the Mitratech Platform and third-party systems.
Lead the design of complex, multi-system integration solutions ensuring scalability, maintainability, and security.
Own the end-to-end deployment process for high-profile or technically challenging integrations.
Serve as primary escalation point for advanced integration troubleshooting and resolution.
Coach and guide junior engineers, fostering technical excellence and professional growth.
Define and enforce integration standards, reusable frameworks, and best practices.
Partner directly with enterprise customers to gather requirements, validate solutions, and ensure success.
Monitor, analyze, and optimize integration performance; proactively prevent incidents.
Research and recommend new tools, frameworks, and approaches to enhance integration capabilities.
Provide regular updates to leadership, customers, and project stakeholders.