remote
Technical Support Engineer - Jama Software
Software Engineer
Provide expert technical assistance for a SaaS requirements‑management platform, diagnosing issues, guiding customers through integrations, and leveraging AI‑enhanced features to ensure successful product adoption.
About the role
Key Responsibilities
- Serve as the primary point of contact for customers experiencing technical issues with the SaaS platform, delivering timely and accurate resolutions.
- Diagnose, reproduce, and troubleshoot problems across web, API, and database layers, using logs, SQL queries, and Linux tools.
- Collaborate with product, engineering, and AI teams to relay customer feedback, reproduce bugs, and influence product improvements.
- Develop and maintain knowledge‑base articles, step‑by‑step guides, and best‑practice documentation for both internal teams and customers.
- Assist customers in integrating the platform with third‑party tools via REST APIs and provide guidance on data migration and configuration.
Requirements
- 2+ years of experience in technical support or a similar role for SaaS or enterprise software products.
- Strong troubleshooting skills with hands‑on experience using Linux command line, SQL queries, and REST API testing tools.
- Excellent communication abilities, capable of translating complex technical concepts into clear, actionable guidance for non‑technical users.
- Familiarity with requirements‑management or product‑development workflows is a plus.
- Proactive attitude, ability to work independently, and a passion for helping customers succeed.
Skills
customer supportrest apisqllinux