Technical Support Engineer

JAMS Scheduler; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Remote work

Competitive benefits

401k

Flexible PTO

Paid holidays

Job summary

JAMS Scheduler is seeking a highly skilled Technical Support Engineer to deliver exceptional enterprise workload automation support. You will diagnose and resolve complex issues, collaborate with engineering for escalations, and assist during the sales cycle to tailor client solutions.

Strong scripting and problem-solving skills are essential in a dynamic environment. The role includes on-call rotations and after-hours support, with tasks spanning migrations, environment analysis, and data

Qualifications

• Minimum 4+ years in a technical support role with direct customer interaction.
• Strong diagnostic and troubleshooting abilities in enterprise environments.
• Experience with data migrations and system integrations.
• Scripting proficiency in PowerShell, Bash, and Python.
• Familiarity with Windows and Linux operating systems and SQL queries.
• Experience with ticketing and monitoring tools; clear client communication.

Responsibilities

• Respond to and resolve technical support tickets within defined SLAs.
• Diagnose and troubleshoot complex issues in workload automation and integrations.
• Analyze and reconcile environmental data during migrations.
• Maintain data integrity when source/target platforms have partial compatibility.
• Perform root cause analysis and implement preventive measures.
• Collaborate with development for bug escalations and issue resolution.
• Participate in on-call rotations for after-hours support.
• Automate routine tasks with scripts and contribute to knowledge base.
• Monitor system performance and communicate findings to clients clearly.
• Assist with solution engineering or product demos as needed.

Skills

Technical support

Diagnostics troubleshooting

SLA management

Communication

Incident management

Time management

Tools

PowerShell

Bash

Python

ServiceNow

Jira

Windows

Linux

Job description

We are seeking a highly skilled Technical Support Engineer to join our team and provide exceptional customer service for enterprise workload automation solutions. In this role, you will diagnose and resolve complex technical issues, collaborate with engineering teams for escalations, and partner throughout the sales cycle to ensure appropriate client solutions. If you thrive in problem-solving, have strong scripting skills, and enjoy working in dynamic environments, this position is for you.

Key Responsibilities

• Respond to and resolve technical support tickets within defined SLAs.

• Diagnose and troubleshoot complex issues related to workload automation and system integrations.

• Analyze, validate, transform, and reconcile environmental data during migration.

• Ensure accuracy and integrity even when source and target platforms had partial compatibility.

• Perform root cause analysis and implement preventive measures to reduce recurring incidents.

• Collaborate with development teams to escalates and resolve bugs or system defects.

• Participate in the on-call rotation to provide support for critical incidents.

• Create and maintain scripts (PowerShell, Bash, Python) to automate routine tasks and improve efficiency.

• Document solutions and contribute to the internal knowledge base for future reference.

• Monitor system performance and proactively identify potential issues.

• May assist with minimal solution engineering or product demos on an ad-hoc basis (limited time commitment).

• Provide clear and professional communication with clients during issue resolution.

• Participate in the on-call rotation to provide after-hours support for critical incidents, including overnights.

• Ability to work Western, Mountain, or Central time zone hours.

Required Skills & Qualifications

• 4+ years experience in a technical support position, interacting directly with both customers and engineering teams.

• Strong diagnostic and troubleshooting skills in enterprise environments.

• Experience with data migrations

• Proficiency in scripting languages: PowerShell, Bash, and Python.

• Solid understanding of Windows and Linux operating systems.

• Experience with SQL for data queries and troubleshooting.

• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and monitoring tools.

• Excellent communication skills for explaining technical concepts to non-technical stakeholders.

• Ability to work under pressure and prioritize multiple incidents effectively.

Preferred Qualifications

• Experience with workload automation platforms or similar enterprise software.

• Knowledge of networking fundamentals and cloud environments (AWS, Azure).

• Exposure to ITIL practices and incident management workflows.

Why JAMS

• 100% remote work environment with colleagues around the globe

• Competitive benefits

• 401k program and employer match

• Flexible PTO

• Paid Holidays