• Receive, triage and follow up on tickets related to digital products • Analyze, investigate and route incidents and issues reported by users • Create and organize requests for the development team, ensuring clarity in the problem description • Analyze and direct improvement opportunities to the teams responsible for system enhancements • Organize and keep the knowledge base on systems and processes up to date • Prepare status reports and coordinate alignment meetings with business and technology teams • Support user training on system functionality • Identify recurring pain points from incidents and tickets, contributing to system improvements and evolutions.

• 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.

• Provide technical assistance on applications to resolve end-user connectivity issues with the NiCE suite of products. • Troubleshoot and diagnose escalated customer issues, coordinating with internal departments for collaborative solutions. • Work tickets via web-based ticketing system, email, voice, or chat. • Fix end-user issues that can be resolved on applications; escalate incidents when necessary. • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+, and Toll-Free services; open and monitor incidents created with third-party providers. • Read and analyze network diagrams. • Effectively and professionally communicate with internal and external customers.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support. - Own and resolve the most technically challenging and sensitive customer issues without supervision. - Serve as a primary technical escalation point for Product Technical Specialists, providing expert guidance and taking ownership of critical problems. - Lead complex, multi-party troubleshooting calls involving customer executives, third-party vendors, and internal engineering teams. - Serve as a Subject Matter Expert (SME) in at least one key product area or technology (e.g., AWS infrastructure, telephony integration, networking, Eltropy Feature Sets). - Partner closely with Engineering to diagnose, document, and track complex bugs, providing detailed replication steps and log analysis. - Lead initiatives to improve support processes, such as developing new troubleshooting workflows or improving the escalation protocol. - Actively mentor Product Technical Specialists, conducting ticket reviews and leading technical training sessions. - Analyze trends in support tickets to identify systemic issues and present data-driven recommendations for product improvements to Product Management. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. - 7+ years of experience in a technical support role for a VoIP SaaS based product. - Ability to travel up to 25% for on-site client support and team collaboration. Requirements - Strong hands-on experience with Zendesk for ticketing and customer support. - Expert level understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, PBX, and protocols like SFTP and HTTPS. - Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC). - Expert level familiarity with troubleshooting VoIP/telephony systems and understanding common issues. - Mastery of network analysis tools like Wireshark to diagnose packet-level issues. - Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges. - Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences. - Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure. - Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark). - Ability to remain organized and detail-oriented while managing a high volume of support interactions. - Must be willing and able to participate in a rotating on-call schedule. Benefits - Be part of a dynamic, high-growth tech company with an exciting future. - Work in a collaborative and supportive environment that values innovation and employee experience. - Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities. - An opportunity to make a direct impact in shaping people's direct access to financial services by enabling community financial institutions to efficiently communicate with their membership base.