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 looking for a Developer Support Engineer to join our team at Jama Software! In this role, you’ll play a key part in delivering exceptional technical support to our customers. You’ll be working with both current and potential customers across our cloud and self-hosted solutions, helping them navigate complex back-end support and configuration issues. If you have strong product knowledge—including experience with third-party integrations—you’ll be right at home here. You’ll also get the chance to collaborate closely with our Product and Engineering teams, creating custom scripts to deliver creative solutions and workarounds.

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.