• Deliver Planned Weekend Support and on-call services as required. • Provide functional support for Jama Software® to customers, partners, and internal stakeholders through support ticketing systems, screen shares, and other technologies. • Support self-hosted customers with installations, upgrades, and migrations to our hosted Cloud solutions. • Support and troubleshoot self-hosted installations, upgrades, and migrations. • Contribute to internal and customer-facing documentation, including reviewing, approving, and publishing knowledge articles. • Collaborate with customers to identify, reproduce, and log defects. • Attend training sessions to stay updated on Jama's evolving features and supported environment changes. • Take deep dives into support tickets, working directly with customers. • Analyze logs, including support bundles, Datadog, and other internal resources. • Utilize tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and the command line to troubleshoot, reproduce, and resolve issues. • Perform other duties and projects as assigned.