Technical Support Engineer

TheTechnical Support Engineer(TSE)providestop-tier technical supportto our customers.Theyengage with existing and prospective customers acrossJamascloud and self-hosted implementations addressing escalated and complex front-end support and configuration issues.TheTSE contributesexpertisetofurtherthe continuous improvement of our support team.

What Youll Do:

• Deliver Planned Weekend Supportand on-callservices asrequired.
• Provide functional support for JamaSoftware to customers partners and internal stakeholders throughsupportticketing 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 toidentify 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.
• Utilize tools such as Zendesk IntelliJ IDEA VirtualBox Visual VM and the command line to troubleshoot reproduce and resolve issues.
• Perform other duties andprojects asassigned.

What Youll Bring:

• 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.
• Experience with containerization technologies such as Docker and Kubernetes.
• Ability to articulate complex thoughts clearly and methodically verbally and in writing.

Nice to Have:

• A bachelors degree in computer science or a related field is preferred.
• Experience with Kubernetes and KOTS technology is preferred but optional.

Perks and 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.

What Youll Do:

• Deliver Planned Weekend Supportand on-callservices asrequired.
• Provide functional support for JamaSoftware to customers partners and internal stakeholders throughsupportticketing 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 toidentify 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.
• Utilize tools such as Zendesk IntelliJ IDEA VirtualBox Visual VM and the command line to troubleshoot reproduce and resolve issues.
• Perform other duties andprojects asassigned.

What Youll Bring:

• 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.
• Experience with containerization technologies such as Docker and Kubernetes.
• Ability to articulate complex thoughts clearly and methodically verbally and in writing.

Nice to Have:

• A bachelors degree in computer science or a related field is preferred.
• Experience with Kubernetes and KOTS technology is preferred but optional.

Working Conditions:

• Required participation in an on-call rotation including nights weekends and occasional holidays.

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 E-Verify and will provide the federal government with your Form I-9.