Technical Support Engineer

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. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.

The Technical Support Engineer (TSE) provides top-tier technical support to our customers. They engage with existing and prospective customers across Jama’s cloud and self-hosted implementations, addressing escalated and complex front-end support and configuration issues. The TSE contributes expertise to further the continuous improvement of our support team. 

What You'll Do: 

• 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. 

What You'll Bring: 

• 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. 

Nice to Have: 

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

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. 
• 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