Technical Support Engineer

Posted 2024-11-15

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💎 Seniority level: Junior, At least 2 years

📍 Location: United States

🔍 Industry: Software and Technology

🏢 Company: Jama Software

🗣️ Languages: English

⏳ Experience: At least 2 years

🪄 Skills: Data AnalysisJavaData analysisREST APICommunication SkillsLinuxDocumentation

Requirements:

At least 2 years' experience in a support engineer role in enterprise software with success in supporting customers.
2+ years supporting Java-based web applications.
Experience using the Linux command line to parse log files and configure system settings.
Troubleshooting experience with firewalls and proxies.
Experience working with REST APIs and supporting SaaS products or web apps.
Outstanding communication skills and ability to work with diverse roles, including customers.
Strong critical thinking and problem-solving skills.

Responsibilities:

Provide functional support for Jama Software to customers, partners, and internal team members through support ticketing systems and technologies.
Support self-hosted customers with installations, upgrades, and migrations to hosted Cloud solutions.
Contribute to internal and customer-facing documentation, including approving and publishing knowledge articles.
Collaborate with customers to identify, reproduce, and log defects.
Attend training sessions to stay updated on features and environment changes.
Analyze logs, including support bundles, and use tools like Zendesk and IntelliJ IDEA for troubleshooting.
Deliver Planned Weekend Support and on-call services as required.

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Technical Support Engineer

Requirements:

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