As part of our Support Engineering team, you'll act as a crucial link between global engineering teams and our internal product developers.
You'll take ownership of incoming technical issues, pinpoint root causes, and provide working resolutions or clear escalations.
You'll work American-timezone hours to give our global community timely, effective support.

What You'll Do:

Identify whether an issue stems from the product, infrastructure, or third-party integrations.
Provide workarounds, submit bug reports, or escalate issues directly to development.
Capture insights and publish solutions following KCS principles, and share user feedback with internal product teams.

What You'll Need:

Fluency in English with strong written communication skills and the ability to work aligned with American time zones.
Practical experience troubleshooting web servers and applications, working knowledge of relational databases, and hands-on experience with version control tools.
Familiarity with build automation tools and an understanding of containerized environments or cloud infrastructure.

What Success Looks Like:

Resolving complex support cases efficiently while maintaining clear communication with developers.
Building trust by accurately diagnosing underlying infrastructure or application bugs rather than addressing symptoms alone.
Contributing to the knowledge base to reduce repeat issues and helping product teams make TeamCity more resilient.

JetBrains

JetBrains creates intelligent software development tools for developers and teams. More than 15 million users and over 300,000 companies rely on their products, and they foster an open and inclusive workplace welcoming everyone regardless of background.

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