Technical Support Engineer

JAMS Software is seeking a Technical Support Engineer to provide exceptional customer service for enterprise workload automation solutions. The role involves diagnosing and resolving complex technical issues, supporting data migrations, collaborating with engineering teams on escalations, creating automation scripts, and communicating with clients throughout issue resolution.

Responsibilities:

• Respond to and resolve technical support tickets within defined SLAs
• Diagnose and troubleshoot complex issues related to workload automation and system integrations
• Analyze, validate, transform, and reconcile environmental data during migration
• Ensure accuracy and integrity even when source and target platforms had partial compatibility
• Perform root cause analysis and implement preventive measures to reduce recurring incidents
• Collaborate with development teams to escalate and resolve bugs or system defects
• Participate in the on-call rotation to provide support for critical incidents
• Create and maintain scripts (PowerShell, Bash, Python) to automate routine tasks and improve efficiency
• Document solutions and contribute to the internal knowledge base for future reference
• Monitor system performance and proactively identify potential issues
• May assist with minimal solution engineering or product demos on an ad-hoc basis (limited time commitment)
• Provide clear and professional communication with clients during issue resolution
• Participate in the on-call rotation to provide after-hours support for critical incidents, including overnights
• Ability to work Western, Mountain, or Central time zone hours

Requirements:

• • 4+ years experience in a technical support position, interacting directly with both customers and engineering teams
• • Strong diagnostic and troubleshooting skills in enterprise environments
• • Experience with data migrations
• • Proficiency in scripting languages: PowerShell, Bash, and Python
• • Solid understanding of Windows and Linux operating systems
• • Experience with SQL for data queries and troubleshooting
• • Familiarity with ticketing systems (e.g., ServiceNow, Jira) and monitoring tools
• • Excellent communication skills for explaining technical concepts to non-technical stakeholders
• • Ability to work under pressure and prioritize multiple incidents effectively
• • Experience with workload automation platforms or similar enterprise software
• • Knowledge of networking fundamentals and cloud environments (AWS, Azure)
• • Exposure to ITIL practices and incident management workflows