Technical Support Engineer

Francisco Partners; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible time off and wellness reimbursement

Comprehensive medical, dental, and vision plans

6+ weeks of paid parental leave

Learning and development opportunities

Job summary

Jama Software is looking for a Technical Support Engineer who will help customers address complex technical issues within cloud and self-hosted environments. The role requires investigating system behavior and collaborating with various teams to enhance customer experiences.

Candidates should have a strong technical background, ideally with 2+ years of experience in supporting Java-based web applications and proficiency in using Linux. Jama Software offers a remote-first work culture with a diverse team.

Qualifications

• 2+ years of experience supporting Java-based web applications.
• 2+ years using the Linux command line to parse log files and configure system settings.
• Self‑motivated and comfortable working with limited supervision in a remote‑first environment.

Responsibilities

• Provide functional support through ticketing systems and screen shares.
• Support self-hosted customers with installations, upgrades, and migrations.
• Analyze logs and utilize various tools to troubleshoot issues.

Skills

Experience supporting Java-based web applications

Linux command line proficiency

Troubleshooting firewalls and proxies

Working with REST APIs

Supporting SaaS products

Experience with Docker and Kubernetes

Strong attention to detail

Education

Bachelor's degree in computer science or related field

Tools

Zendesk

IntelliJ IDEA

VirtualBox

Visual VM

Job description

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 softwareto 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. Additionally, customers have access to cutting edge AI functionality to modernize their requirements workflows and processes. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.

As a Technical Support Engineer (TSE) at Jama Software, you’ll help customers solve complex technical issues across cloud and self-hosted environments that support some of the world’s most innovative engineering teams. Jama customers work across industries like aerospace and defense, medical device, semiconductor, automotive, industrial manufacturing, and life sciences, giving you exposure to a wide range of high-impact products, systems, and technical challenges.

This is a hands‑on technical support role where you’ll investigate logs, APIs, configurations, system behavior, and product workflows to understand and help resolve customer issues. Along the way, you’ll continue building your technical depth in complex SaaS environments while partnering closely with Technical Support, Customer Success, Product, and Engineering teams to improve the customer experience.

Are you energized by the challenge of untangling complex technical issues, tracing them to root cause, and solving problems that improve the customer experience? If so, we’d love to connect.

What You'll Do:

• 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.

What You'll Bring:

• 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.
• Practical experience with containerization technologies such as Docker and Kubernetes.
• Self‑motivated and comfortable working with limited supervision in a remote‑first environment.
• Strong attention to detail, prioritization, and follow‑through, with the ability to balance urgent customer issues alongside recurring support responsibilities.
• Ability to articulate complex thoughts clearly and methodically, verbally and in writing.

Nice to Have:

• A bachelor's degree in computer science or a related field.
• Experience with KOTS technology.

Perks and 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.

Working Conditions:

• Required participation in an on‑call rotation, including nights, weekends, and occasional holidays.

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders, and reside in eligible states to join our team.

Jama Software participates in E‑Verify and will provide the federal government with your Form I-9.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at [e-mail] to request an accommodation.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to any characteristic protected under federal, state, or applicable law.