Do you care about keeping developer tools running reliably, enjoy digging into the systems and infrastructure behind them, and know that reliable tools make all the difference for development teams? If you are calm under pressure, enjoy diagnosing complex systems, want to help developers overcome technical hurdles, and thrive on deep problem-solving across diverse tech stacks, this role is for you.

About JetBrains

We create intelligent software development tools for developers and teams. More than 15 million users, over 300,000 companies, and 88 of the Fortune Global Top 100 rely on our products to solve real, complex problems. Our mission is simple: make development teams more productive and AI adoptable at scale.

About TeamCity

TeamCity is a highly scalable CI/CD server that integrates across the modern software ecosystem. Because it supports complex server-side setups and SaaS deployments, issues can stem from the product itself or the surrounding infrastructure.

What you’ll do

As part of our Support Engineering team, you will act as a crucial link between global engineering teams and our internal product developers. You will 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. 

Day to day, you will:

• 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 (Knowledge-Centered Service) principles.
• Share user feedback with internal product teams to shape future tool improvements.

What you’ll bring

• A systematic and structured, but flexible approach to troubleshooting complex software and infrastructure issues.
• A clear, direct communication style that explains technical details in ways others can understand.  
• Comfort working independently across distributed teams and time zones.
• Curiosity about how different build systems, VCS providers, and clouds operate together.
• An inclination to leave documentation and systems better than you found them.

What you’ll need

• Fluency in English, with strong written communication skills.
• The ability to work aligned with American time zones.
• Practical experience troubleshooting web servers and applications (such as Tomcat and Java-based environments).
• A working knowledge of relational databases (such as PostgreSQL, MySQL, or MSSQL).
• Hands-on experience with version control tools and hosting platforms (such as Git or Perforce, GitHub, GitLab, or Bitbucket).
• Familiarity with build automation tools (such as Gradle, Maven, or .NET build systems).
• An understanding of containerized environments or cloud infrastructure (such as Docker, Kubernetes, AWS, or Azure).

What success looks like

Success in this role means resolving complex support cases efficiently while maintaining clear communication with developers. You build trust by accurately diagnosing underlying infrastructure or application bugs rather than addressing symptoms alone. Over time, your contributions to the knowledge base reduce repeat issues, and your feedback helps product teams make TeamCity more resilient.

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