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Jama Software · 1 day ago

Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Jama Software is focused on maximizing innovation success in multidisciplinary engineering organizations. The Technical Support Engineer provides top-tier technical support to customers, addressing escalated and complex front-end support and configuration issues.

CollaborationDeveloper PlatformEnterprise SoftwareManufacturingSoftware

Growth Opportunities

No H1B

Responsibilities

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

Qualification

Java-based web applicationsLinux command lineTroubleshooting firewallsREST APISaaS product supportContainerization technologiesClear communication

Required

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

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

Preferred

A bachelor's degree in computer science or a related field is preferred

Experience with Kubernetes and KOTS technology is preferred but optional

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.