Full-Time Technical Support Engineer

Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity rely on Jama Connect® requirements management software to minimize risk.

We are looking for a tech-savvy and customer-focused Technical Support Engineer to join our rapidly growing team.

This position engages with existing and prospective customers in cloud and self-hosted implementations.

Responsibilities:

• Provide functional support to customers, partners, and internal teams via support ticketing systems, screen shares, and other technologies.
• Support self-hosted customers with installations, upgrades, and migrations to hosted solutions.
• Support and solve self-hosted installations, upgrades, and migrations.
• Contribute to internal and customer-facing documentation.
• Collaborate with customers to identify, reproduce, and log defects.
• Attend training sessions to stay updated on Jama's features and environment changes.
• Take deep dives into support tickets, working directly with customers.
• Analyze logs (support bundles, Datadog, etc.).
• Use tools like Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line for troubleshooting.
• Provide Planned Weekend Support and on-call services as required.

Requirements:

• At least 2 years' experience as a support engineer in enterprise software.
• 2+ years supporting Java-based web applications, using the Linux command line, troubleshooting firewalls/proxies, working with REST APIs, and supporting SaaS products.
• Experience working self-directed in fast-paced environments.
• Outstanding communication skills and ability to work with diverse roles.
• Strong critical thinking and problem-solving skills, taking initiative.

Nice to Haves:

• Computer Science degree or equivalent professional experience.
• Experience with containerization technologies (Docker, Kubernetes).
• Experience with Arango Database and Terraform.

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