Technical Support Engineer

June 8

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Logo of Jama Software

Jama Software

Improve Your Systems Engineering Process by Enabling Live Traceability™ Across the End-to-End Development Cycle.

Software • Requirements Management • ALM • Collaboration • Product Delivery

201 - 500

Description

• Provide functional support for Jama Software to customers, partners, and internal team members 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 solve 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. • Use tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, reproduce, and resolve issues. • Deliver Planned Weekend Support and on-call services as required.

Requirements

• At least 2 years' experience in a support engineer role, in enterprise software with demonstrated success supporting customers. • 2+ years of experience in supporting Java-based web applications, using the Linux command line to parse log files and configure system settings, troubleshooting firewalls and proxies, working with a REST API and supporting a SaaS product or web app. • Experience working self-directed, within a fast-paced environment – individually, in small teams, or across functional groups. • Outstanding communication skills and ability to work with diverse roles across the company and with customers. • Strong critical thinking and problem-solving skills, taking initiative to seek internal and external resources.

Benefits

• 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. • 12 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.

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