Technical Support Engineer
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Job Description
Technical Support Engineer providing top-tier technical support for Jama Software to its customers. Engaging with customers across cloud and self-hosted implementations, addressing escalated support and configuration issues.
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.
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.
- Experience with containerization technologies such as Docker and Kubernetes.
- Ability to articulate complex thoughts clearly and methodically, verbally and in writing.
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.
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