[Hiring] Senior Support Engineer @JetBrains

Role Description

You work with the .NET stack, love diving deep into tricky technical problems, and enjoy helping developers. You want to advocate for users’ interests and improve the developer tools so many developers use daily.

This role exists to bridge the gap between our users and our product teams. You won't just answer tickets; you'll get to the root of complex bugs and help turn what you find into fixes and features. Working closely with developers, QA engineers, and marketing, you’ll take ownership of technical issues, advocate for user needs, and help keep our developer community thriving.

Day to day, you will:

• Investigate and resolve complex technical issues submitted by users worldwide.
• Reproduce edge-case user scenarios and submit clear, detailed bug reports to product teams.
• Collaborate directly with developers and QA engineers to share product feedback and drive fixes.
• Create knowledge base articles, troubleshooting guides, and issues to our bug tracker to help users self-serve.
• Guide users to adopt new technologies, including generative AI tools within the development workflow.

Qualifications

• Curiosity to find the real cause, not just a workaround.
• Ability to explain complex ideas clearly and simply.
• Persistence when investigating edge cases from minimal data.
• A user-first mindset that actively advocates for customer needs.
• The ability to work independently while staying connected with a distributed team.
• A commitment to continuously learning and expanding your technical craft.

Requirements

• Proficiency with the .NET technology stack, Microsoft Visual Studio, and Visual Studio Code.
• Ability to read, write, and debug C# applications effectively.
• Practical experience investigating, troubleshooting, and supporting commercial software applications.
• Understanding of generative AI applications within software development workflows.
• Fluency in English with strong written and verbal communication skills.
• Experience with Help Desk systems, bug-tracking tools, or support frameworks (Knowledge Centered Services).
• Familiarity with modern IDEs and development tools across multiple platforms.
• Experience onboarding and mentoring support engineers or handling escalated technical cases.

Benefits

• Strong base salary. We offer competitive pay that reflects your skills and experience.
• Flexible work location. Enjoy the freedom to work from home or from the office.
• Remote work. Spend up to 30 days per year working remotely from abroad.
• Extra time off. More days to relax, recharge, and do the things you love.
• Medical insurance allowance. Enjoy peace of mind for you and your family.
• Learning and development opportunities. Access to conferences, courses, and language classes.
• Relocation support. We help make your move as smooth and stress-free as possible.
• Language classes. Pick up the local language or sharpen your English skills.
• Fuel your day. Enjoy a hot meal or receive a lunch allowance on workdays.
• Mental health support. To help you feel your best, we provide easy access to professional mental health services.
• Sports benefit. Enjoy an on-site gym or sports club stipend.
• Internal events. Join company-wide celebrations and team gatherings.