Jama Software is focused on maximizing innovation success in multidisciplinary engineering organizations, and they are seeking a motivated Technical Support Engineer to join their team. The TSE will provide top-tier technical support, engage with customers, and contribute to the continuous improvement of the support team.
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
Requirements:
- 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
- Ability to articulate complex thoughts clearly and methodically, verbally and in writing
- A bachelor's degree in computer science or a related field is preferred
- Experience with Kubernetes and KOTS technology is preferred but optional