Jama Software is looking for a Technical Support Engineer to provide high-level technical support for our customers. In this role, you will engage with customers across both cloud and self-hosted implementations, tackling escalated and complex support issues while helping to improve our support team's capabilities.
What You'll Do
- Deliver Planned Weekend Support and on-call services as required.
- Provide functional support to customers, partners, and internal stakeholders via support ticketing systems, screen shares, and other technologies.
- Support self-hosted customers with installations, upgrades, and migrations to our hosted Cloud solutions.
- 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 We're Looking For
- 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.
- Experience with Kubernetes and KOTS technology.
Technical Stack
- Java
- Linux
- REST API
- Docker
- Kubernetes
- Zendesk
- IntelliJ IDEA
- VirtualBox
- Visual VM
Benefits & Compensation
- Virtual first and culturally diverse work environment spanning 8 countries.
- Ambitious and fun work with a chance to define distinct, company-shaping contributions.
- Flexible time off and leave programs 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.
- Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.
Work Mode
This is a global, virtual-first role. Candidates should be based in the Pacific Time Zone.
Jama Software is an equal opportunity employer.
