• Handling Tier 1–2 support tickets — hardware, software, connectivity, peripherals • Setting up workstations and accounts for new hires at client sites • Supporting Office 365 — Outlook, Teams, SharePoint, One Drive • Troubleshooting printers, VPN, and authentication issues • Keeping tickets, documentation, and asset records clean and up to date • Occasional onsite visits when remote support isn't enough

Role Description As a Senior Technical Support Engineer, you will report to the APJ Technical Support Manager and take ownership of complex customer issues while driving improvements across the support organization. You will serve as a subject matter expert on the LaunchDarkly platform, mentor less experienced team members, and work cross-functionally with Engineering, Product, and Customer Success to improve the customer experience. You are someone who brings deep technical knowledge, independent judgment, and a bias toward action. You value opportunities to lead and to build, not just to resolve. If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit! Responsibilities - Resolve complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs, and integration patterns. - Serve as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution. - Identify systemic trends in support cases and lead initiatives to improve internal workflows, tooling, or documentation. - Collaborate with Engineering and Product on high-impact bugs and feature gaps, influencing prioritization based on customer data. - Mentor and develop junior team members, contributing to onboarding programs and knowledge sharing across the team. - Participate in cross-functional programs that extend support's impact beyond ticket resolution. Qualifications - Typically requires a minimum of 8 years of related professional experience in a technical support, software engineering, or equivalent customer-facing technical role. - Experienced in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure. - Fluent in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices. - Capable of directing your own work and determining methods on new or undefined assignments with minimal oversight. - Skilled at adapting communication to different audiences, including advising engineers and non-technical stakeholders on complex matters. - Experienced building working relationships across teams and influencing outcomes outside your immediate area. - Based in Australia, with working hours aligned to APJ business hours. Pay Target pay range for a Level 4: AUD $135,000 - $186,000 - Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary. Company Description Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. - Improving the velocity and stability of software releases, without the fear of end customer outages. - Delivering targeted experiences by easily personalizing features to customer cohorts. - Maximizing the business impact of every feature through the ability to experiment and optimize. - Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types. - Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability.

• Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines • Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs • Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines • Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed • Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process • Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations • Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly • Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow • Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations • Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary • Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review

Role Description As a Technical Support Engineer (TSE) at Jama Software, you’ll help customers solve complex technical issues across cloud and self-hosted environments that support some of the world’s most innovative engineering teams. This is a hands-on technical support role where you’ll investigate logs, APIs, configurations, system behavior, and product workflows to understand and help resolve customer issues. - 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. Qualifications - 2+ years of experience supporting Java-based web applications. - 2+ years using the Linux command line to parse log files and configure system settings. - 2+ years of troubleshooting firewalls and proxies. - 2+ years working with a REST API. - 2+ years supporting a SaaS product or web app. - Practical experience with containerization technologies such as Docker and Kubernetes. - Self-motivated and comfortable working with limited supervision in a remote-first environment. - Strong attention to detail, prioritization, and follow-through, with the ability to balance urgent customer issues alongside recurring support responsibilities. Requirements - A bachelor's degree in computer science or a related field (preferred). - Experience with KOTS technology (preferred but optional). Benefits - Virtual first and culturally diverse work environment spanning 8 countries. - Ambitious and fun work with a chance to define distinct, company-shaping tangible contributions. - Flexible time off and leave programs crafted to meet the needs for your rejuvenation and extra support to cope with life events with a quarterly $75 wellness reimbursement. - Comprehensive and affordable medical, dental and vision plans with pre-tax savings accounts and a generous 401(k) employer match. - 6+ weeks of paid parental leave to bond with your new family member. - Emphasis on learning and development at all levels with a subscription to LinkedIn Learning.