Overview

**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 Developer Support Engineer (DSE) participates in the support of both cloud and self-hosted implementations of our products, engaging with existing and prospective customers. The DSE uses their product understanding (including 3rd party integrated products) to respond to escalated and more complex support and configuration issues, partner with Product and Engineering on prioritization of defects and feature requests, ensure SLAs are met, and provide custom scripting for complex solutions and workarounds

Primary Responsibilities

In this role, you will:

  • Will participate in an on-call rotation
  • Must be available to work Monday – Friday 9am – 6pm
  • Enjoys working with customers to fix and tackle sophisticated problems
  • Can articulate complex thoughts in a clear, concise and methodical way both verbally and in writing
  • Think process and documentation are key to high-performing teams
  • Enjoys listening and learning before solving problems
  • Considers themselves as a passionate and intelligent mentor
  • Are a collaborative technical and service-based leader
  • Appreciate both building and working on a diverse team

Qualifications

  • Ability to dig into code, understand logic and write scripts to automate and debug (we primarily use Java)
  • 3+ year navigating databases and crafting SQL queries using MySQL and/or MSSQL
  • 3+ year using the Linux command line to parse log files and configure system settings
  • 3+ year troubleshooting firewalls and proxies
  • 3+ year supporting Java-based web applications
  • 3+ year working with a REST API
  • 3+ year supporting a web app
  • Takes deep dives into support tickets, closing between 10 and 20 a month
  • Accepts escalations from our Technical Support Engineers (TSEs)
  • Work with our Engineering team on particularly difficult customer issues
  • Mentor TSEs on how to better approach problems outside their scope
  • Use Zendesk, IntelliJ IDEA, VirtualBox, Visual VM and the command line to troubleshoot, reproduce and resolve issues

Strengths You’ll Need

  • Excellent communicator: You love working with people and take pride in delivering a great customer experience.
  • Collaborative personality: Can work with a team (and across teams) to solve complex problems; can provide and accept feedback in stride
  • Creativity: Will search for options when the answer is not obvious
  • Curiosity: You’re hungry 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 his/her 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.