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 software to 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. Our rapidly growing customer base spans the automotive, medical device, life sciences, semiconductor, aerospace & defense, industrial manufacturing, consumer electronics, financial services, and insurance industries.

We're seeking a Developer Support Engineer – Customer-Facing to join our team at Jama Software! In this role, you'll be at the forefront of delivering exceptional technical support for Jama Software. You'll work directly with customers using our cloud and self-hosted solutions, helping them troubleshoot complex back-end issues, configuration challenges, and third-party integrations. You'll thrive here if you bring strong product knowledge and enjoy solving problems through custom scripts and creative workarounds. You'll also collaborate closely with our Product and Engineering teams to drive continuous improvement and deliver meaningful customer outcomes.

Please note: this role requires candidates to be located on the East Coast of the United States.

What You'll Do:

• Participate in an on-call rotation, including nights, weekends, and occasional holidays.
• Deliver Planned Weekend Support services on weekends and holidays as required.
• Provide functional support for Jama Connect® 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 closely with Product and Engineering teams to provide custom scripting for complex solutions and workarounds.
• You will work closely with Engineering to ensure that solutions are well-documented about lessons learned from the troubleshooting and escalation process.
• Collaborate with customers to identify, reproduce, and log defects.
• Attend training sessions to stay updated on evolving features of Jama Software® and supported environment changes.
• Take deep dives into support tickets, working directly with customers.
• Analyze logs, including support bundles, Datadog, and other internal resources.
• Accept and review escalations from front-line support and junior support engineers.
• 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:

• Ability to articulate complex thoughts clearly and concisely, both verbally and in writing.
• Proficiency in digging into code, understanding logic, and writing scripts for automation and debugging.
• 5+ years of experience supporting Java-based web applications.
• 5+ years of experience navigating databases and crafting SQL queries using MySQL and MSSQL.
• 5+ years of experience using the Linux command line to parse log files and configure system settings.
• 5+ years of experience troubleshooting firewalls and proxies.
• 5+ years of experience working with REST APIs.
• 5+ years of experience supporting a SaaS product or web app.
• Experience with containerization technologies such as Docker and Kubernetes.

Nice to Have:

• A bachelor's degree in computer science or a related field is preferred.
• Experience with Arango DB is preferred but optional.
• Experience with Kubernetes and KOTS technologies is preferred but optional.

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.

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.

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. 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.

Jama Software is an Equal Opportunity Employer. Qualified applicants will be considered without regard to any 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 at [email protected] to request an accommodation.