Support Engineer (JetBrains IDEs)

• Responding to user requests, identifying problems, and providing users with all necessary information to resolve their issues.
• Working extensively with the public issue tracker, searching for existing similar reports, and submitting new ones.
• Informing developers about reproducible bugs and issues that need to be addressed.

Do you have experience in Zendesk?, * A good command of written technical English.

• A talent for reproducing and diagnosing bugs.
• The ability to discern the crux of a bug or issue from a screenshot.
• Experience with bug tracking and helpdesk systems. We use YouTrack and Zendesk.
• The ability to write simple applications in C/C++ or other programming languages.
• An understanding of major OSs and CLI tools.
• At least 2 years of experience in QA or customer support for commercial software tools or products., * Have experience working with IDEs.
• Are familiar with C/C++.
• Are familiar with CMake or Bazel.
• Are familiar with debugging C++ applications using GDB or LLDB.
• Understand how great support contributes to a great release.

At JetBrains, code is our passion. Ever since we started, back in 2000, we have been striving to make the strongest, most effective developer tools on earth. By automating routine checks and corrections, our tools speed up production, freeing developers to grow, discover, and create. CLion is our C/C++ IDE that also supports embedded development. Our main support channels are Zendesk, YouTrack, and X. We help users resolve a variety of challenges, including configuring toolchains and debuggers, troubleshooting CMake-based projects, figuring out why CLion mis-highlights a complex line of C++ code, and configuring a remote development environment for a large-scale project. We have a range of processes in place to provide the best possible support, and we are constantly adjusting them to incorporate new ideas and practices. As part of our team, you'll participate in our decision-making process, meaning you'll be able to present any ideas you have about our workflow and the product itself.