Senior Developer Support Engineer
Job Description
Jama Software® is focused on maximizing 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 creates Live Traceability™ 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. To learn more, please visit us at jamasoftware.com.Â
We are looking for a customer-centric Senior Developer Support Engineer (DSE) who ensures that Jama Software’s customers have a phenomenal experience with our product. This position will also contribute and facilitate team onboarding, and continually support the technical improvement of the support team in partnership with support and engineering leadership through mentorship, peer reviews, and proactive feedback.
What You'll Do:Â- Participates in an on-call rotation and Premium Planned Weekend Support.Â
- Provides functional support for Jama Connect to customers, Jama Software partners, and Jama Software employees through Zendesk, screen shares, and other technologies.Â
- Supports self-hosted customers with new installations, upgrades, and migrations, supports self-hosted customers to migrate to our hosted Cloud solutions and troubleshoots self-hosted installations, upgrades, and migrations when they go awry. Â
- Uses Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, reproduce and resolve issues and works closely with customers to identify, reproduce and log defects.
- Analyze logs: support bundles, datadog, and other internal resources.
- Accepts escalations from Business Support Specialists (BSS) and Technical Support Engineers (TSE).Â
- Mentors BSS, TSE, and DSE on how to better approach problems outside their scope. Â
- Contributes to both internal and customer-facing documentation. Â
- Attends training sessions to keep up to date on Jama Software’s evolving features and supported environment changes. Â
- 5+ years supporting Java-based web applications. Â
- 5+ years navigating databases and crafting SQL queries using MySQL and/or MSSQL. Â
- 5+ years using the Linux command line to parse log files and configure system settings.Â
- 5+ years of troubleshooting firewalls and proxies. Â
- 5+ years working with a REST API. Â
- 5+ years supporting a SaaS product or web app. Â
- Available to work Monday – Friday 7 am – 4 pm, 8 am – 5 pm, or 9 am – 6 pm and be willing to work alternative shifts for business coverage needs. Â
- Experience with containerization technologies such as Docker and Kubernetes. Â
- Can articulate complex thoughts in a clear, concise, and methodical way both verbally and in writing. Â
- Ability to dig into code, understand the logic and write scripts to automate and debug.
- Computer Science degree. Â
- Experience with Arango DB.Â
- Virtual first and culturally diverse work environment spanning 8 countries.Â
- Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions.Â
- 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.Â
- Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match.
- 12 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.Â
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.
If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. Women, BIPOC, LGBTQ, and other under-represented groups are highly encouraged to apply. We're eager to meet people that believe in Jama Software’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.Â
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.Â
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 [email protected] to request an accommodation.
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Date Posted
06/16/2023
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2
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