Technical Support Engineer

Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. The Technical Support Engineer (TSE) provides top-tier technical support to customers, engaging with them across cloud and self-hosted implementations to address complex support and configuration issues.

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
• Experience with containerization technologies such as Docker and Kubernetes
• 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