• 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.

Role Description Energized by solving problems and providing outstanding support? There's never been a better time to join Smartsheet! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. You Will: - Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences - Become Smartsheet Product Certified and work with customers through a variety of channels including email, phone, and chat - Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance - Become an expert in a specific product area - Contribute to team projects - Give and receive thoughtful feedback on team processes and leadership - Manage other responsibilities as assigned Qualifications - Excellent written, verbal and interpersonal communication skills - 1+ years of Technical or Customer support experience, or equivalent - Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource - Working knowledge of assigned feature a plus - Flexibility in your working hours as this position will require work outside of standard business hours. Benefits - Fully paid Health & Life insurance for full-time employees and family members - Monthly stipend to support your work and productivity - 12 days paid Vacation + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to LinkedIn Learning online courses - Company Funded Perks including a counseling membership and your own personal Smartsheet account - Teleworking options from any registered location in Costa Rica (role specific)

• Provide technical support for dental CAD/CAM systems and equipment • Troubleshoot hardware and software issues remotely • Train users on digital dental workflows and software • Support workflow optimization and case production processes • Manage support tickets and document resolutions • Assist customers with basic software setup and updates • Answer customer questions and provide guidance on system use • Escalate complex technical issues to senior team members when needed • Perform other duties related to the position as assigned