[Hiring] Technical Support Engineer @JAMS Software

Role Description

We are seeking a highly skilled Technical Support Engineer to join our team and provide exceptional customer service for enterprise workload automation solutions. In this role, you will:

• Diagnose and resolve complex technical issues.
• Collaborate with engineering teams for escalations.
• Partner throughout the sales cycle to ensure appropriate client solutions.
• Thrive in problem-solving and enjoy working in dynamic environments.

Key Responsibilities:

• Respond to and resolve technical support tickets within defined SLAs.
• Diagnose and troubleshoot complex issues related to workload automation and system integrations.
• Analyze, validate, transform, and reconcile environmental data during migration.
• Ensure accuracy and integrity even when source and target platforms had partial compatibility.
• Perform root cause analysis and implement preventive measures to reduce recurring incidents.
• Collaborate with development teams to escalate and resolve bugs or system defects.
• Participate in the on-call rotation to provide support for critical incidents.
• Create and maintain scripts (PowerShell, Bash, Python) to automate routine tasks and improve efficiency.
• Document solutions and contribute to the internal knowledge base for future reference.
• Monitor system performance and proactively identify potential issues.
• May assist with minimal solution engineering or product demos on an ad-hoc basis (limited time commitment).
• Provide clear and professional communication with clients during issue resolution.
• Participate in the on-call rotation to provide after-hours support for critical incidents, including overnights.
• Ability to work Western, Mountain, or Central time zone hours.

Qualifications

• 4+ years experience in a technical support position, interacting directly with both customers and engineering teams.
• Strong diagnostic and troubleshooting skills in enterprise environments.
• Experience with data migrations.
• Proficiency in scripting languages: PowerShell, Bash, and Python.
• Solid understanding of Windows and Linux operating systems.
• Experience with SQL for data queries and troubleshooting.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and monitoring tools.
• Excellent communication skills for explaining technical concepts to non-technical stakeholders.
• Ability to work under pressure and prioritize multiple incidents effectively.

Preferred Qualifications

• Experience with workload automation platforms or similar enterprise software.
• Knowledge of networking fundamentals and cloud environments (AWS, Azure).
• Exposure to ITIL practices and incident management workflows.

Benefits

• 100% remote work environment with colleagues around the globe.
• Competitive benefits.
• 401k program and employer match.
• Flexible PTO.
• Paid Holidays.