Technical Support Engineer - Remote

Overview

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.

In Short

• 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.
• 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.

Requirements

• At least 2 years' experience in a support engineer role, in enterprise software with demonstrated success supporting customers.
• 2+ years of experience in 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.