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, and partner throughout the sales cycle to ensure appropriate client solutions. If you thrive in problem-solving, have strong scripting skills, and enjoy working in dynamic environments, this position is for you.
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.
Required Skills & 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.
Why JAMS
100% remote work environment with colleagues around the globe
Competitive benefits
401k program and employer match
Flexible PTO
Paid Holidays
Remote Technical Support Engineer • San Germán, Puerto Rico
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