[Hiring] Developer Support Engineer @Jama Software

Role Description

The Developer Support Engineer (DSE) provides advanced technical support for backend, integration, database, and configuration-related issues across Jama Software® cloud and self-hosted environments. DSEs are trusted technical contributors who independently investigate moderately complex issues requiring database analysis, API debugging, scripting, and environment troubleshooting.

• Participate in on-call rotations and provide escalation support for high-impact or complex incidents.
• Provide advanced technical support for backend issues, integrations, database configurations, and system behavior.
• Troubleshoot self-hosted installations, upgrades, migrations, and performance-related issues.
• Analyze logs, support bundles, database queries, API traffic, and system metrics to diagnose issues.
• Debug application behavior using development tools and environment inspection techniques.
• Identify, reproduce, and document defects for Engineering.
• Develop scripts or technical workarounds to assist customers with complex issues.
• Support integration troubleshooting involving REST APIs and third-party systems.
• Contribute to internal documentation and knowledge sharing.
• Accept escalations from Technical Support Engineering (TSE) roles and resolve within defined scope.
• Perform additional duties as assigned.

Qualifications

• Clearly communicates complex technical concepts — verbally and in writing — to technical and non-technical stakeholders.
• Strong troubleshooting skills across application layers, including code-level debugging, log analysis, database queries, API integrations, and environment diagnostics.
• Proficient in scripting and SQL to investigate issues, analyze system behavior, and automate repetitive technical tasks.
• Solid understanding of distributed application architecture and system dependencies across infrastructure, services, and integrations.
• Operates independently with general guidance while managing assigned technical workstreams.

Requirements

• 3–6 years supporting Java-based web applications.
• Experience navigating databases and writing SQL queries (MySQL/MSSQL).
• Strong Linux command line experience for log analysis and system configuration.
• Experience troubleshooting firewalls, proxies, and networking issues.
• Experience working with REST APIs.
• Experience supporting SaaS applications or web applications.
• Experience with Kubernetes.

Nice to Have

• Computer Science degree or related technical discipline.
• Experience with ArangoDB or other NoSQL databases.

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.
• Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.