Technical Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Jama Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

📋 Compliance

SaaS • Enterprise • Compliance

Jama Software is a leading provider of requirements management and traceability software, known as Jama Connect. This platform intelligently improves product requirement quality and auto-detects risks in product development, helping teams across industries like aerospace, automotive, medical devices, and financial services. Jama Software streamlines compliance, enhances collaboration, and reduces rework, delays, and cost overruns by providing real-time risk detection and improvement recommendations. It supports multi-disciplinary teams working on complex products, systems, and software to achieve higher quality and faster time-to-market. With a strong focus on industry standards and best practices, Jama Connect is a comprehensive solution to manage product complexity and development processes.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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. • 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.