JAMS Software

Support Engineer

• 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.

Technical Support Engineer

Product Manager

• Own the entire lifecycle from customer discovery to sprint delivery
• Move beyond traditional wire-framing; leverage modern AI and prototyping tools
• Operate with a "get the job done" mentality; meet internal SLAs with speed
• Lead the Web Client initiative to achieve wide market adoption
• Maintain a pristine Jira environment

AI Engineer

• Use AI-powered development tools (e.g., copilots, code assistants, automated testing tools) to design, write, and refactor code
• Rapidly prototype and ship features with the help of AI-assisted workflows
• Translate product requirements into working software with high velocity
• Validate, debug, and improve AI-generated code to production standards
• Build internal tools and automations that leverage AI to improve team productivity
• Continuously evaluate and adopt new AI tools to enhance development workflows
• Collaborate with product and design teams to deliver high-quality features quickly
• Maintain strong code quality, testing, and documentation practices—even when moving fast

Operations

• Own the end-to-end renewal process, including quotes, approvals, order processing, and timely customer communication.
• Proactively deliver renewal proposals at least 90 days in advance and track renewal status, ARR changes, and retention outcomes.
• Maintain accurate customer health and risk assessments by reviewing correspondence, usage, support activity, and implementation status.
• Manage attrition requests, partnering cross-functionally to resolve issues and identify retention opportunities.
• Engage customers throughout the renewal term to ensure satisfaction and identify potential upsell opportunities.
• Create, provision, and manage customer license keys across multiple licensing systems with a high degree of accuracy.
• Ensure license keys align with order specifications, company policies, and customer hardware requirements.
• Coordinate with new customers to validate required information prior to license delivery.
• Review submitted sales and renewal orders to confirm accuracy, pricing, approvals, documentation, addresses, service dates, product details and compliance with policies prior to invoicing.
• Invoice new sales, renewals, services and upgrades in CRM within established turnaround times.
• Review and update CRM post invoicing to ensure all renewal details are set up correctly for the following term.
• Assist Accounts Receivables on aging invoices by attending to unresponsive customers, invoice revisions, and customer questions related to payment.
• Maintain accurate customer data in HubSpot and stay current on product licensing, sales policies, and procedures
• Serve as a customer-facing resource via email and phone for licensing, renewal, billing, and order-related questions.
• Perform additional duties and projects as assigned.

Technical Support Engineer

Product Manager

AI Engineer

Customer Operations Specialist