Developer Support Engineer

About the Role:

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. They partner closely with customers, Support Engineers, and Engineering to resolve technical problems and contribute to product improvement through defect identification and documentation.

They collaborate closely with Product and Engineering to identify defects, develop workarounds, and contribute to documentation and knowledge quality improvements.

What You'll Do: 

• 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.

What You'll Bring: 

• 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.

Education & Experience

• 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.

Perks and 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.

At Jama Software, we welcome passionate individuals who have the unrestricted right to work in the country you live in, and reside in eligible countries to join our team.