Technical Support Engineer

We are looking for a techsavvy and customerfocused Technical Support Engineer to join us at Jama Software. You will ensure Jama Softwares customers have an outstanding experience with our product. This position engages with existing and prospective customers in our cloud and selfhosted implementations. This position requires superb troubleshooting skills logic problemsolving and data analysis to get to the root of the problem and provide timely solutions to customers.

Youll be working with your manager our Customer Support Manager to achieve the goals of the Customer Support team! In this role you will partner with Jama Softwares Engineering teams to deliver a fantastic customer experience. We are hiring for multiple positions across the United States.

Join our dynamic team in a remotefirst work environment with the opportunity to come together annually for a companywide gathering!

**Pacific time zone preferred

What Youll Do:

• Provide functional support for Jama Software to customers partners and internal team members through support ticketing systems screen shares and other technologies.
• Support selfhosted customers with installations upgrades and migrations to our hosted Cloud solutions.
• Support and solve selfhosted installations upgrades and migrations.
• Contribute to internal and customerfacing documentation including reviewing approving and publishing knowledge articles.
• Collaborate with customers to identify reproduce and log defects.
• Attend training sessions to stay updated on Jamas 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 oncall services as required.

What Youll Bring:

• At least 2 years experience in a support engineer role in enterprise software with demonstrated success supporting customers.
• 2 years of experience in the following: supporting Javabased 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 selfdirected within a fastpaced 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 problemsolving skills taking initiative to seek internal and external resources.

Nice to Have:

• A Computer Science degree code school certificate or equivalent professional experience.
• Experience with containerization technologies such as Docker and Kubernetes.
• Experience with Arango Database and Terraform.

Perks and Benefits:

• Virtual first and culturally diverse work environment spanning 8 countries.
• Ambitious and fun work with a chance to define distinct companyshaping 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 pretax 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.

At Jama Software we welcome passionate individuals who have the unrestricted right to work in the United States including natural citizens and Green Card holders and reside in eligible states to join our team.

Jama Software participates in EVerify and will provide the federal government with your Form I9.