Technical Support Engineer

March 1

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Jama Software

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Jama Software is a leading provider of requirements management and traceability software, known as Jama Connect. This platform intelligently improves product requirement quality and auto-detects risks in product development, helping teams across industries like aerospace, automotive, medical devices, and financial services. Jama Software streamlines compliance, enhances collaboration, and reduces rework, delays, and cost overruns by providing real-time risk detection and improvement recommendations. It supports multi-disciplinary teams working on complex products, systems, and software to achieve higher quality and faster time-to-market. With a strong focus on industry standards and best practices, Jama Connect is a comprehensive solution to manage product complexity and development processes.

Software • Requirements Management • ALM • Collaboration • Product Delivery

201 - 500 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

📋 Compliance

📋 Description

• Ensure Jama Software’s customers have an outstanding experience with our product. • 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. • 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.

🎯 Requirements

• 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.

🏖️ 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. • 12 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.