Remote Technical Support Engineer – SaaS/Java Stack

Jama Software; Oregon (WI); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Remote-first

Wellness reimbursement

401(k) match

Parental leave

LinkedIn Learning

Job summary

Jama Software seeks a Technical Support Engineer to help customers resolve complex issues across cloud and self-hosted environments, serving industries from aerospace to life sciences.

You will analyze logs, APIs, and configurations, collaborate with product and engineering, and contribute to knowledge base while delivering reliable, customer-focused support in a remote-first, Pacific Time Zone friendly setting.

Qualifications

• 2+ years supporting Java-based web applications.
• 2+ years using the Linux command line to parse log files and configure system settings.
• 2+ years troubleshooting firewalls and proxies.
• 2+ years working with a REST API.
• 2+ years supporting a SaaS product or web app.
• Practical experience with Docker and Kubernetes (bonus points for KOTS).

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.

Skills

Java

Linux CLI

REST API

SaaS support

Containerization

Tools

Docker

Kubernetes

Zendesk

IntelliJ IDEA

VirtualBox

VisualVM

Job description

Jama Software seeks a Technical Support Engineer to help customers resolve complex issues across cloud and self-hosted environments, serving industries from aerospace to life sciences.

You will analyze logs, APIs, and configurations, collaborate with product and engineering, and contribute to knowledge base while delivering reliable, customer-focused support in a remote-first, Pacific Time Zone friendly setting.