Senior Support Engineer
JetBrains is a Way of Life.
This is a place where bright people find interesting software development challenges to solve on a daily basis. If programming is your joy and passion, and code quality is as natural to you as breathing, at JetBrains you are guaranteed professional growth, unlimited creativity and the Drive to Develop.
We are looking for an experienced support engineer for IntelliJ IDEA. If you have a strong software engineering background and know how to handle customers' requests, feel free to send us your application.
Your future tasks:
- Conduct thorough investigations into user issues to provide accurate bug localization for our developers. This may involve exploring the interface, bisecting our repository to pinpoint the specific commit responsible for a regression, or delving as deep as you can.
- Offer technical support for IntelliJ IDEA through ticketing systems, community forums, and social media. Our users are professional developers, so support inquiries tend to be more complex, such as "Why aren't conditional breakpoints triggered in a multi-threaded program?" rather than simply locating options within the interface.
- Understand and empathize with customers, adapting to their skill level and communication style. This means that you will not be handling templated or routine requests; every ticket presents a unique challenge.
- Contribute to product development by addressing common customer problems and needs. Collaborate with product managers and quality assurance teams, or even fix minor bugs directly in the master branch. You can choose your own path to enhance the IDE.
Your Profile:
- Minimum of 5 years of experience in technical support and/or software engineering
- Excellent written English skills
- Proficient with Windows, Mac, and Linux operating systems (Experience in using Event Viewer, bash scripts, or understanding dmg package structure)
- Comprehensive knowledge of network protocols (such as netstat, Wireshark, or understanding socket concept)
- Familiarity with bug-tracking systems (Experience with YouTrack is preferred, but familiarity with Jira or GitHub issues is also acceptable)
- Strong communication skills
It would definitely be a plus if you have:
- Familiarity with IntelliJ IDEA, PyCharm, WebStorm, or other IDEs
- Experience in Java development, especially debugging
- Experience in a QA position
- Experience with Java application servers (Tomcat, Spring, and similar)
- Understanding of Version Control Systems
- Understanding the virtualization like Docker, WSL etc.