Support Engineer (IDE Services Customer Relations)

JetBrains IDE Services is a suite of B2B products intended to help developer productivity engineers deliver a better development experience across their organization. These products include IDE Provisioner, License Vault, Code With Me Enterprise, and AI Enterprise.

We are looking for an experienced Support Engineer to assist users of the IDE Services.

As part of our team, you’ll:

• Carry out deep investigations into users' issues to provide bug localization for our developers.
• Provide technical support via email, internal Slack channels, and other channels.
• Work with the bug tracker, processing new and old requests.
• Reproduce users' issues and create bug reports for them.
• Contribute to product development based on the customers' common problems and needs.

We expect you to have:

• Experience in the field of software engineering.
• Understanding of the software development process and continuous integration practice in particular.
• Essential system administration experience, including containerized applications and network protocols.
• Familiarity with Windows, macOS, and Linux.
• Excellent written English.
• Good communication skills.
• The ability and drive to "get things done".
• A thirst for learning and mastering new technologies.

It would be a plus if you have:

• Experience in technical support or in a customer-facing role.
• Experience in a QA position.
• Familiarity with cloud systems (AWS, GC, Azure) and containers (Docker, k8s).

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