**Note that you don't need to possess 100% of the qualities to be considered**

**Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply**

About Jama Software:

Jama Software is passionate about improving innovation success. Numerous firsts for humanity in fields such as fuel cells, electrification, space, autonomous vehicles, surgical robotics, and more all rely on Jama Connect™ to minimize the risk of product failure, delays, cost overruns, compliance gaps, defects, and rework. Jama Connect™ uniquely builds Living Requirements™ that form the digital thread through siloed development, test and risk activities to provide end-to-end compliance, risk mitigation, and process improvement. Our rapidly growing customer base of more than 12.5 million users across 30 countries spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, financial services, and insurance industries.

Overview:

The Technical Support Engineer ensures that Jama Software’s customers have a great experience with our product. They engage with existing and prospective customers in both our cloud and self-hosted implementations. Jama helps innovators succeed and we support them with product challenges and questions. The TSE uses logic, problem-solving, and data to quickly get to the root of the problem and provides solutions to our customers.

Primary Responsibilities.

In this role, you will:

• Provide functional support for JamaConnect to customers, Jama partners, and Jama employees through Zendesk, chat, and screen shares.
• Support self-hosted customers with new installations and upgrades.
• Troubleshoot self-hosted installations and upgrades when they go awry.
• Work closely with customers to identify, reproduce and log defects.
• Contribute to both internal and customer-facing documentation.
• Attend training sessions to keep up to date on Jama’s evolving features and supported environment changes.

Qualifications:

• 1+ years of experience in a customer-facing front-line technical support role with experience handling high volume and urgent issues (e.g., Call Center, Help Desk, Product Support).
• Computer Science degree preferred. Classes towards a degree in CS, code school certificate, or equivalent professional experience considered.
• Experience in troubleshooting JavaScript front-end design issues
• Familiarity with REST APIs
• Experience with containerization technologies such as Docker and Kubernetes
• Configuring Single-Sign-On solutions (LDAP, AD, SAML, Auth0)
• Technical background in at least one of the following and familiarity with the others:
• Self-hosted installations and upgrades on Linux systems
• Troubleshooting software installations and upgrades on Linux systems
• Ability to set up, navigate, troubleshoot, and write basic SQL database queries
• Familiarity with network troubleshooting, working with SSL and proxy servers

Core Proficiencies:

• Excellent communicator: You love working with people and take pride in delivering an excellent customer experience.
• Collaborative personality: Can work with a team (and across teams) to tackle sophisticated problems; can provide and accept feedback in stride
• Creativity: Will search for options when the answer is not obvious
• Curiosity: You have an appetite for knowledge and always game to learn a new technical skill
• Loves delighting people —especially customers who are having an off day

Benefits and Other:

If we’ve intrigued you and you are the right candidate for the role, we will offer:

• Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions
• An energized and results-oriented Product leadership team
• Competitive cash and equity compensation
• Comprehensive and affordable medical, dental and vision plans as well as pre-tax savings accounts as well as a generous 401(k) employer match
• Time-off and leave programs crafted to meet critical needs for rejuvenation and, when needed, extra support to cope with life events

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, disability, genetic information or that of their relatives, friends or associates or any other characteristic protected under federal, state, or applicable law.

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 to request accommodation.

Note From The Remote JobHunters:

• When you apply, be sure to mention that you heard about this position from The Remote JobHunters!
• Looking for more entry-level remote positions? If so, be sure to join The Remote JobHunters Facebook group, Subreddit, and subscribe to our weekly newsletter!