Customer Support Analyst (вакансія неактивна)

We’ll be happy to have you on our team if you:

• Have at least two years of experience in providing customer support for commercial software tools.
• Have coding experience (at least theoretical + Markup)
• Are familiar with one or more JetBrains IDEs & products
• Have experience with bug-tracking systems, such as YouTrack or Jira.
• Are proficient in English, both written and spoken.
• Have strong communication skills.
• Enjoy helping users no matter what issues they experience.

We’ll be especially thrilled if you:

• Have coding experience (Junior level is enough)
• Are familiar with major OSs, Bash, SSH, and SQL.
• Have experience with any AI tool for IDEs, such as JetBrains AI Assistant, Github Copilot, or Cursor AI.
• Have an understanding of version control systems.
• Have knowledge of network protocols.
• Have experience in collecting and sharing knowledge.

Your role will involve:

• Thoroughly investigating user issues to provide accurate bug localization and suggest workarounds if possible.
• Reproducing issues based on user reports.
• Providing technical support through ticketing systems, community forums, and social media.
• Learning every aspect of the product.
• Collecting project knowledge to share common answers and workarounds with external users.
• Communicating with project stakeholders, including developers, QAs, the marketing team, and others.