JAMS Software

• 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.

• 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

• 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

• 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 ownership of the core Ruby on Rails application • Incident routing and scheduling logic • Background job architecture (Sidekiq / Redis) • REST APIs used by frontends and external integrations • Postgres performance and data modeling • Production reliability and uptime (99.9% guaranteed) • CI/CD and deployment workflows • Small supporting Node.js services where appropriate • On-call and product support responsibilities are a part of this role

• Develop and maintain secure backend services using C# 9, .NET 8, and SQL Server • Apply best practices in dependency injection, authentication, and SSO integration • Optimize database queries and manage relational schema in SQL Server • Build and maintain Integrations with 3rd party services • Participate in code reviews, testing, and agile development processes • Collaborate with product managers and designers to shape user experiences