200+ applicants

Company

Jama Software · 2 days ago

Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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CollaborationDeveloper Platform

Growth Opportunities

No H1B

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Responsibilities

Provide functional support for Jama Software to customers, partners, and internal team members 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 solve 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.

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 on-call services as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportJava-based Web ApplicationsLinux Command LineREST APISaaS ProductsZendeskIntelliJ IDEAVirtualBoxVisual VMDockerKubernetesArango DatabaseTerraform

Required

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 Java-based 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 self-directed, within a fast-paced 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 problem-solving skills, taking initiative to seek internal and external resources.

Preferred

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.

Benefits

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.

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.