Mitratech

• Provide frontline assistance to customers, troubleshooting common software issues • Document customer interactions and ensure timely resolution of support requests • Serve as a first point of contact for customer inquiries via phone, email, chat, and support portal • Troubleshoot routine software, configuration, account access, and usability issues • Reproduce reported issues, gather logs and escalate unresolved or complex issues to Technical Support Specialist II team members • Create, document, and manage support tickets within the support management system • Manage assigned support cases within established SLAs • Meet or exceed established performance metrics related to productivity, quality, responsiveness, and customer satisfaction • Contribute to internal knowledge base content and support documentation

• Help recruit top talent for various positions • Partner with hiring managers to manage multiple requisitions • Conduct full-cycle recruitment duties including sourcing, screening, scheduling interviews, and making offers • Ensure a seamless transition from candidate to employee experience • Support all talent acquisition functions for Mexico, US, and Canada open roles

• Provide strategic direction and support to individual team contributors and services leadership, fostering a culture of collaboration, accountability, and continuous improvement. • Working with services leadership identify, build, and deploy strategic initiatives that will improve project delivery; reduce time to value, reduce total cost of implementation and ownership, enhance customer experience, and drive adoption for customers. • Build and maintain strong relationships with key stakeholders, including clients, internal teams and third-party vendors. • Drive to success across the Professional Services Department including budget management, resource allocation (staffing for teams as well as upcoming projects) and department process optimization. • Cultivate strong relationships with internal stakeholders, particularly the sales, customer success, and product teams, to ensure alignment on product roadmaps and efficient onboarding processes. • Empower reports to team members by providing them with the necessary tools, resources, and support to excel in their roles.

• Execute day-to-day campaigns across paid digital channels including paid search (Google Ads, Microsoft Ads), paid social (LinkedIn), display, and programmatic retargeting for the GRC portfolio • Manage and optimise budget allocation across paid channels to support pipeline contribution, cost per lead, and return on ad spend, reporting results to senior leadership on a regular cadence • Support organic social media activity across LinkedIn and other relevant platforms, contributing to a content calendar in partnership with the content and brand teams to build audience, drive engagement, and support GRC brand visibility • Build, test, and optimise campaign creative, audience targeting, and landing page experiences to improve conversion rates across the funnel, from first click through to marketing qualified lead • Monitor paid channel performance in response to shifting buyer behaviour driven by AI search, including tracking how AI-referred traffic interacts with paid touchpoints and flagging findings to senior team members • Partner with the Marketing Operations team to ensure accurate UTM tracking, attribution, and reporting across all paid and social channels; maintain clean funnel data in HubSpot and Salesforce • Collaborate with Revenue Marketing teams to align paid programmes with campaign themes, ABM account lists, and pipeline priorities across North America, EMEA, and APAC • Support the broader Digital and AI Visibility team in executing GEO and AEO content distribution strategies, including promoting answer-first content and thought leadership assets through paid amplification • Conduct regular competitive analysis across paid search and social to identify gaps and opportunities, sharing findings and recommendations with the team • Stay current with platform changes, AI-driven ad automation features, and emerging digital channels; bring observations and recommendations to the team proactively

• Design, build, and operate multi-agent workflows and tool-enabled agents • Architect and maintain end-to-end RAG systems • Evaluate and integrate LLMs and GenAI services • Develop and optimize prompting strategies • Define and own evaluation frameworks for generative outputs • Build scalable, secure AI infrastructure on AWS • Own the full deployment lifecycle for models and agents • Ensure data quality through rigorous validation and augmentation

• Execute day-to-day campaigns across paid digital channels including paid search (Google Ads, Microsoft Ads), paid social (LinkedIn), display, and programmatic retargeting for the GRC portfolio • Manage and optimise budget allocation across paid channels to support pipeline contribution, cost per lead, and return on ad spend, reporting results to senior leadership on a regular cadence • Support organic social media activity across LinkedIn and other relevant platforms, contributing to a content calendar in partnership with the content and brand teams to build audience, drive engagement, and support GRC brand visibility • Build, test, and optimise campaign creative, audience targeting, and landing page experiences to improve conversion rates across the funnel, from first click through to marketing qualified lead • Monitor paid channel performance in response to shifting buyer behaviour driven by AI search, including tracking how AI-referred traffic interacts with paid touchpoints and flagging findings to senior team members • Partner with the Marketing Operations team to ensure accurate UTM tracking, attribution, and reporting across all paid and social channels; maintain clean funnel data in HubSpot and Salesforce • Collaborate with Revenue Marketing teams to align paid programmes with campaign themes, ABM account lists, and pipeline priorities across North America, EMEA, and APAC • Support the broader Digital and AI Visibility team in executing GEO and AEO content distribution strategies, including promoting answer-first content and thought leadership assets through paid amplification • Conduct regular competitive analysis across paid search and social to identify gaps and opportunities, sharing findings and recommendations with the team • Stay current with platform changes, AI-driven ad automation features, and emerging digital channels; bring observations and recommendations to the team proactively

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions • Research, troubleshoot, and resolve support issues within response and resolution goals.  As needed, identify workarounds and communicate to customers • Provide solutions where issues are identified via the self-service portal • Maintain detailed call and email records for all customer interactions • Prioritize and resolve issues based on service level agreements and severities • Responsible for meeting customer satisfaction goals monthly

• Our Technical Project Manager III acts as both Scrum Master and Product Owner on their Scrum team. • You'll step into an established, mature product team — owning existing processes, identifying where to improve them, and serving as the trusted voice between the development team, product leadership, and stakeholders. • Facilitate productive discussions with cross-functional teams to establish requirements and evaluate design alternatives. • Write, groom, and prioritize user stories, documenting requirements. • Lead all Scrum team activities and manage related artifacts. • Drive process efficiency and on-time delivery of roadmap items. • Guide the delivery team in executing defined requirements, remove blockers, and proactively identify and communicate risk to leadership. • Define and drive testing across impacted teams, including coordination of User Acceptance Testing (UAT). • Own product release planning and release notes. • Partner closely with the US Product Development Management team. • Support the development team in delivering customer value. • Coach your Scrum team(s) toward self-organization and high performance.

• Own a portfolio of accounts, driving retention, expansion, and quota attainment — including defined upsell and cross-sell targets • Identify and close growth opportunities within the existing client base through discovery, consultative selling, and solution positioning • Manage the full renewal cycle end-to-end: forecasting, negotiation, and timely close • Serve as the primary point of contact for assigned accounts, building trust across multiple levels of the client organization • Conduct regular account reviews to assess client health, satisfaction, and growth potential • Develop and execute account plans that align client objectives with expansion opportunities • Deliver Business Reviews that demonstrate measurable value and advance growth conversations • Maintain accurate pipeline, opportunity, and account data in CRM; provide reliable forecast updates to leadership • Partner with Customer Solutions to ensure clients are fully adopted and realizing value from the platform • Collaborate with Marketing and Sales on campaigns and initiatives targeting the existing client base

Role Description The Product Marketing Manager is responsible for defining our market strategy and driving that strategy by defining and communicating Mitratech’s value and differentiation in the market, evangelizing internally and externally, and supporting Product Managers to ensure product adoption targets are met. The ideal candidate will blend strategic thinking with tactical execution to create strategic, thought leadership-based content for Mitratech’s portfolio of products. Additionally, this role is responsible for conducting market research, identifying the software needs and sources of value for prospective buyers, and creating targeted go-to-market strategies to increase market share and adoption of our product offerings. This is a highly cross-functional role, involving close collaboration with the wider marketing team, product management, and sales. We are seeking a talented and passionate Product Marketing Manager to join our team. In this role, you will play a pivotal role in driving the success of our HR Solutions by developing and executing comprehensive go-to-market strategies. You will be responsible for understanding our target market, crafting compelling messaging, and collaborating with cross-functional teams to launch successful products. Key Responsibilities - Market Research and Analysis: Conduct in-depth market research to identify target audiences, understand their needs, and analyze competitive landscapes. - Product Positioning and Messaging: Develop compelling product positioning and messaging that resonates with our target audience. Create clear and concise value propositions. - Go-to-Market Strategy: Develop and execute comprehensive go-to-market strategies, including product launches, pricing, promotions, and distribution channels. - Product Launches: Plan and execute successful product launches, working closely with sales, marketing, and engineering teams. - Content Creation: Create high-quality marketing content, such as product briefs, presentations, case studies, and blog posts. - Sales Enablement: Equip the sales team with the necessary tools, training, and collateral to effectively sell our solutions. - Customer Insights: Gather customer feedback and insights to inform marketing strategies. - Collaboration: Collaborate closely with cross-functional teams, including product management, engineering, sales, customer success, and other marketing teams to ensure alignment and achieve business objectives. Qualifications - 3-5 years of experience in B2B/SaaS marketing (experience in HR technology is a plus). - Strong analytical and problem-solving skills. - Excellent written, verbal, and presentation skills. - Ability to work independently and collaboratively. - Exceptional project and time management skills; self-motivated. - Eager to learn and understand a wide range of solutions, customer profiles, and target markets. Requirements - We will disclose intended pay ranges in our job ads for US-based opportunities – This role can be performed 100% remote anywhere in the US. - Anticipated Pay Range: $110,000.00 – $85,000.00 Annually USD. Benefits - Mitratech is an equal-opportunity employer that values diversity at all levels. - All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national or ethnic origin, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, or veteran status. - Mitratech will work with applicants requesting accommodation at any stage of the hiring process. - Please email Recruiting@mitratech.com to request an accommodation.