Technical Support Engineer

Jama Software is the product development platform for companies building complex, smart and connected products. The Jama solution enables enterprises to accelerate development time, mitigate risk, slash complexity and verify regulatory compliance. More than 600 product-centric organizations, including NASA, Thales and Caterpillar, use Jama Software to modernize their process for bringing complex products to market.

Jama Software was founded in 2007 and is privately funded by Trinity Ventures, Madrona Ventures, and Updata Partners. We are headquartered in beautiful downtown Portland, Oregon and are a member of a rapidly growing software development community within the City. As a member of that community, Jama Software stands out, having earned a place on the list of most admired technology companies in 2014, 2105 and 2016 by the Portland Business Journal. We believe that collaboration supercharges the performance of people, resulting in a dynamic workplace, the best outcomes for our clients and continuous improvement in what we do. We’re looking for a person who shares that belief and is ready for a meaningful leadership role in a very exciting market space.

One of the primary differentiators we have outside of our product is our amazing customer service. This philosophy starts with our executive team, who themselves are willing to stop everything to ensure our customers are successful. As this enthusiasm from our executives permeates through the team our culture of “customer first” shines through. The Support team prides itself on consistently providing the highest level of service for our customers, and this role will continue that trend.

We’re hiring a Technical Support Engineer who will ensure a fantastic customer experience through great communication, functional expertise, and team leadership. We work hard, take our commitments seriously, and have fun doing it.

The Technical Support Engineer will ensure that Jama’s customers have a great experience with our product. This position engages with existing and prospective customers in both our hosted and on-premises implementations. Strong troubleshooting skills with a background in supporting customer-facing enterprise products and professional communication skills are required. In this role, you will:

• Collaborate with Support colleagues and cross-functional teams to problem solve customer reported issues.
• Triage incoming tickets, handling when appropriate and transitioning to other Support teams when necessary.
• Provide functional support for Jama and its integrations to customers, partners and employees through phone and tickets.
• Work closely with customers to identify, reproduce and log defects, providing follow-up to the customer when they are not planned for implementation.
• Author and contribute to both internal and customer-facing documentation and continuously improve team process.
• Attend training sessions to keep up-to-date on Jama’s evolving features and supported environment changes.

Qualifications

• Ability to work M-F, 6am-3pm or 9am-6pm and participate in an on-call rotation.
• Bachelor’s degree or equivalent professional experience.
• Minimum of 2 years of experience in Customer Service with experience handling high volume and escalated, urgent issues (e.g. Call Center, Help desk, Product Support).
• Excellent communicator: you love working with people and take pride in delivering a great customer experience.
• Superb troubleshooting skills: You use logic, problem solving and data to quickly get to the root of the problem and enjoy providing solutions to customers.
• Collaborative personality: can work with team to solve complex problems; can provide and accept feedback in stride.
• Technical Expertise: Strong technical background in at least one and familiarity with the others:
• Troubleshooting Linux systems
• Ability to setup, navigate, troubleshoot and write basic database queries
• Experience in troubleshooting web-browser and front-end design issues
• Familiarity with network troubleshooting, working with SSL and proxy servers

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

• A chance to develop a compelling, category defining product
• Challenging and fun work with a chance to make distinct, company-shaping tangible contributions
• An energized and ambitious engineering 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 designed to meet critical needs for rejuvenation and, when needed, extra support to cope with life events
• Flexible, creative workplace that includes a modern, open plan office with ample creative workspaces, bagel Tuesdays, monthly lunches, a stocked kitchen and many ad hoc engagement events that ensure that we get to both work hard and play hard at Jama

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.