Technical Support Engineer

🕒 Junho 22

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

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Jama Software

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2007

🚘 Automotivo

🎖️ Defesa

🏥 Saúde

Automotive • Defense • Healthcare

A Jama Software é líder em software de gerenciamento de requisitos e rastreabilidade, com sua plataforma Jama Connect. Essa plataforma melhora de forma inteligente a qualidade dos requisitos de produto e detecta automaticamente riscos no desenvolvimento de produtos, ajudando equipes de setores como aeroespacial, automotivo, dispositivos médicos e serviços financeiros. A Jama Software simplifica a conformidade, aprimora a colaboração e reduz retrabalho, atrasos e estouros de custos ao oferecer detecção de riscos em tempo real e recomendações de melhoria. Ela dá suporte a equipes multidisciplinares que trabalham em produtos, sistemas e software complexos para alcançar maior qualidade e acelerar o time-to-market. Com forte foco em normas do setor e melhores práticas, o Jama Connect é uma solução abrangente para gerenciar a complexidade de produtos e os processos de desenvolvimento.

Descrição

• Deliver Planned Weekend Support and on-call services as required. • Provide functional support for Jama Software® to customers, partners, and internal stakeholders through support ticketing systems, screen shares, and other technologies. • Support self-hosted customers with installations, upgrades, and migrations to our hosted Cloud solutions. • Support and troubleshoot self-hosted installations, upgrades, and migrations. • Contribute to internal and customer-facing documentation, including reviewing, approving, and publishing knowledge articles. • Collaborate with customers to identify, reproduce, and log defects. • Attend training sessions to stay updated on Jama's evolving features and supported environment changes. • Take deep dives into support tickets, working directly with customers. • Analyze logs, including support bundles, Datadog, and other internal resources. • Utilize tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, reproduce, and resolve issues. • Perform other duties and projects as assigned.

🎯 Requisitos

• 2+ years of experience supporting Java-based web applications. • 2+ years using the Linux command line to parse log files and configure system settings. • 2+ years of troubleshooting firewalls and proxies. • 2+ years working with a REST API. • 2+ years supporting a SaaS product or web app. • Practical experience with containerization technologies such as Docker and Kubernetes. • Self-motivated and comfortable working with limited supervision in a remote-first environment. • Strong attention to detail, prioritization, and follow-through, with the ability to balance urgent customer issues alongside recurring support responsibilities.

🏖️ Benefícios

• Virtual first and culturally diverse work environment spanning 8 countries. • Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions. • Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement. • Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match. • 6+ weeks of paid parental leave to bond with your new family member. • Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.