Software Support Engineer

16 hours ago

Remote Kielce Kraków Wrocław, Czech Republic VirtusLab Full time
What we expect in general:
  • Solid technical IT background. It may be a mixture of the following areas in different depths
  • OS administration skills: understanding of network protocols (TCP/IP, DNS, OSI model); Linux, Windows, macOS architecture and administration: startup scripts, network, performance monitoring, technical troubleshooting
  • Software development skills: JVM-languages are preferable (Java, Kotlin, Scala)
  • Technical troubleshooting skills
  • At least 3 years experience in support roles
  • Experience in supporting JVM-based applications: reading logs, CPU/Memory snapshots
  • Familiarity with IntelliJ IDEA, PyCharm, WebStorm, or other IDEs
  • Interest in customers' communications and desire to advance in this area
  • Interest in solving complex issues and even use creative approach to troubleshoot non-obvious technical problems
  • To not be afraid of possible challenging communications with customer, be kind and have an honest desire to help
  • Understanding of Version Control Systems
  • Understanding the virtualization like Docker, WSL etc.
  • Good command of English (at least B2/C1)

Seems lots of expectations, huh? Don't worry You don't have to meet all the requirements. What matter the most is your passion and willingness to develop. Apply and find out

Project scope

Provide first-class technical support for all IntelliJ Platform-based IDEs. The team handles and investigates requests arriving through the web portal, in-product feedback, social media, and community forums.

Tech stack

Java, Kotlin, Scala, IntelliJ Platform API, Linux / Windows / macOS administration, TCP/IP, DNS, OSI networking, JVM diagnostic tooling (jstack, async-profiler, Visual VM), Version-control systems (Git), Docker, WSL

Challenges

Deliver accurate root-cause analysis under SLAs; balance deep code-level investigation with clear customer communication; keep pace with a rapidly evolving IDE platform and plugin ecosystem; coordinate with distributed development and QA teams to resolve urgent, high-visibility issues.

Team

Three specialists from our side, embedded, QA, and Engineering groups.

A few perks of being with us

Building tech communityFlexible hybrid work modelHome office reimbursementLanguage lessonsMyBenefit pointsPrivate healthcareTraining PackageVirtusity / in-house trainingAnd a lot more

,[ analysing performance, indexing, file-system and networking issues, reading IDE logs, thread dumps, and CPU / memory snapshots to localise bugs, inspecting Java / Kotlin source code inside the IntelliJ Platform to understand execution flow, triaging YouTrack issues, escalating potential high-impact defects to development, and relaying user feedback to Product Management and QA.] Requirements: Network protocols, DNS, OSI model, Linux, Windows, macOS, Kotlin, Scala, IntelliJ IDEA, Version control system, Virtualization, Docker, Java Additionally: Building tech community, Flexible hybrid work model, Home office reimbursement, Language lessons, MyBenefit points, Training Package, Virtusity / in-house training.

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