Technical Support Engineer
Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells, electrification, space, software-defined vehicles, surgical robotics, and more all rely on Jama Connect® requirements management softwareto minimize the risk of defects, rework, cost overruns, and recalls. Using Jama Connect, engineering organizations can now intelligently manage the development process by leveraging Live Traceability™ across best-of-breed tools to measurably improve outcomes. Additionally, customers have access to cutting edge AI functionality to modernize their requirements workflows and processes. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.
The Technical Support Engineer (TSE) provides top-tier technical support to our customers. They engage with existing and prospective customers across Jama’s cloud and self-hosted implementations, addressing escalated and complex front-end support and configuration issues. The TSE contributes expertise to further the continuous improvement of our support team.
For this role we are only considering candidates working in the Pacific Time Zone.
What You'll Do:
- 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.
What You'll 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 bachelor's 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 You'll Do:
- 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.
What You'll 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 bachelor's 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.
If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Jama Software’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to any characteristic protected under federal, state, or applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at recruiting@jamasoftware.com to request an accommodation.