Technical Support Engineer

JAMS Software; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

100% remote work

Competitive benefits

401k program and employer match

Flexible PTO

Paid Holidays

Job summary

JAMS Software is seeking aTechnical Support Engineer to deliver exceptional enterprise workload automation support. You will diagnose issues, collaborate with engineering, and assist through the sales cycle to tailor client solutions.

The role emphasizes scripting (PowerShell, Bash, Python), Windows/Linux proficiency, and strong communication while handling multiple incidents, often in a remote, global environment.

Qualifications

• 4+ years experience in a technical support role interfacing with customers and engineering.
• Strong diagnostic and troubleshooting skills for enterprise environments.
• Experience with data migrations and scripting across multiple platforms.
• Proficient in PowerShell, Bash, and Python.
• Solid Windows and Linux operating system knowledge.
• SQL for data queries and troubleshooting.
• Familiarity with ServiceNow and Jira ticketing systems.

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 when source and target platforms have partial compatibility.
• Perform root cause analysis and implement preventive measures for recurring incidents.
• Collaborate with development teams to escalate and resolve bugs or defects.
• Participate in on-call rotations for after-hours support.
• Create and maintain scripts to automate routine tasks and improve efficiency.
• Document solutions and contribute to internal knowledge base.
• Monitor system performance and pro-actively identify potential issues.

Skills

Troubleshooting

PowerShell

Bash

Python

Windows

Linux

SQL

Communication

Time zone support

Tools

ServiceNow

Jira

Monitoring tools

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 escalated 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