Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide Planned Weekend Support and on-call services as necessary.

• Deliver functional assistance for Jama Software® to customers, partners, and internal stakeholders via support ticketing systems, screen sharing, and other technologies.

• Assist self-hosted customers with installations, upgrades, and transitions to our hosted Cloud solutions.

• Troubleshoot and support self-hosted installations, upgrades, and migrations.

• Contribute to both internal and customer-facing documentation, which includes reviewing, approving, and publishing knowledge articles.

• Work collaboratively with customers to identify, replicate, and report defects.

• Participate in training sessions to remain informed about Jama's evolving features and changes in the supported environment.

• Engage deeply with support tickets, directly interacting with customers.

• Analyze logs, including support bundles, Datadog, and other internal resources.

• Employ tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, replicate, and resolve issues.

• Execute other tasks and projects as assigned.

⛳️ Requirements

• A minimum of 2 years of experience in supporting Java-based web applications.

• At least 2 years of experience using the Linux command line to parse log files and configure system settings.

• A minimum of 2 years of experience troubleshooting firewalls and proxies.

• At least 2 years of experience working with a REST API.

• A minimum of 2 years of experience in supporting a SaaS product or web application.

• Practical experience with containerization technologies, such as Docker and Kubernetes.

• Self-driven and comfortable working with limited supervision in a remote-first setup.

• Strong attention to detail, prioritization, and follow-through, with the ability to juggle urgent customer issues alongside ongoing support responsibilities.

🏝️ Benefits

• A virtual-first and culturally diverse work environment across 8 countries.

• Engaging and ambitious work with opportunities to make impactful, company-shaping contributions.

• Flexible time off and leave programs designed to support your well-being and provide assistance during life events, along with a quarterly $75 wellness reimbursement.

• Comprehensive and cost-effective medical, dental, and vision plans, including pre-tax savings accounts and a generous 401(k) employer match.

• 6+ weeks of paid parental leave to bond with your new family member.

• A strong emphasis on learning and development at all levels, including a subscription to LinkedIn Learning.