Technical Support Engineer

Jama Software

2d • Remote

About The Position

Jama Software® is focused on maximizing innovation success in multidisciplinary engineering organizations. Numerous firsts for humanity in fields such as fuel cells, electrification, space, software-defined vehicles, surgical robotics, and more all rely on Jama Connect® requirements management software to minimize the risk of defects, rework, cost overruns, and recalls. Using Jama Connect, engineering organizations can now intelligently manage the development process by leveraging Live Traceability™ across best-of-breed tools to measurably improve outcomes. Additionally, customers have access to cutting edge AI functionality to modernize their requirements workflows and processes. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.
As a Technical Support Engineer (TSE) at Jama Software, you’ll help customers solve complex technical issues across cloud and self-hosted environments that support some of the world’s most innovative engineering teams. Jama customers work across industries like aerospace and defense, medical device, semiconductor, automotive, industrial manufacturing, and life sciences, giving you exposure to a wide range of high-impact products, systems, and technical challenges.
This is a hands-on technical support role where you’ll investigate logs, APIs, configurations, system behavior, and product workflows to understand and help resolve customer issues. Along the way, you’ll continue building your technical depth in complex SaaS environments while partnering closely with Technical Support, Customer Success, Product, and Engineering teams to improve the customer experience.
Are you energized by the challenge of untangling complex technical issues, tracing them to root cause, and solving problems that improve the customer experience? If so, we’d love to connect.

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.
• Practical experience with containerization technologies such as Docker and Kubernetes.
• Self-motivated and comfortable working with limited supervision in a remote-first environment.
• Strong attention to detail, prioritization, and follow-through, with the ability to balance urgent customer issues alongside recurring support responsibilities.
• Ability to articulate complex thoughts clearly and methodically, verbally and in writing.

Nice To Haves

• A bachelor's degree in computer science or a related field
• Experience with KOTS technology
• Experience with Kubernetes and KOTS technology is preferred but optional.

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.

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.
• Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events 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 to bond with your new family member.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree