Description:
We are looking for a tech-savvy and customer-focused Technical Support Engineer to join us at Jama Software. You will ensure Jama Software’s customers have an outstanding experience with our product. This position engages with existing and prospective customers in our cloud and self-hosted implementations. This position requires superb troubleshooting skills, logic, problem-solving, and data analysis to get to the root of the problem and provide timely solutions to customers.
You’ll be working with your manager, our Customer Support Manager, to achieve the goals of the Customer Support team! In this role, you will partner with Jama Software’s Engineering teams to deliver a fantastic customer experience.
Join our dynamic team in a remote-first work environment, with the opportunity to come together annually for a company-wide gathering!
What You'll Do:
- Provide functional support for Jama Software to customers, partners, and internal team members 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 solve 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.
- Use tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, reproduce, and resolve issues.
- Deliver Planned Weekend Support and on-call services as required.
What You'll Bring:
- At least 2 years' experience in a support engineer role, in enterprise software with demonstrated success supporting customers.
- 2+ years of experience in the following: supporting Java-based web applications, using the Linux command line to parse log files and configure system settings, troubleshooting firewalls and proxies, working with a REST API and supporting a SaaS product or web app.
- Experience working self-directed, within a fast-paced environment – individually, in small teams, or across functional groups.
- Outstanding communication skills and ability to work with diverse roles across the company and with customers.
- Strong critical thinking and problem-solving skills, taking initiative to seek internal and external resources.
Nice to Have:
- A Computer Science degree, code school certificate, or equivalent professional experience.
- Experience with containerization technologies such as Docker and Kubernetes.
- Experience with Arango Database and rraform.
Perks and 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.
- Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.