Support Engineer (Fleet)

We’re looking for a technical support engineer to join our Fleet team. Built from scratch, based on 20 years of experience developing IDEs. Fleet uses the IntelliJ code-processing engine, with a distributed IDE architecture and a reimagined UI.

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

• Enjoy helping users to resolve all kinds of issues.
• Can identify the cause of a problem from an exception in logs.
• Can explain complex ideas in simple words.
• Are ready to keep investigating issues long after most others would have given up.
• Can identify the cause of an issue just by looking at a screenshot.
• Believe that any software is made for its users.
• Have at least 2 years of experience in commercial software testing or support.
• Are familiar with bug tracking tools and the process of dealing with bugs.

We’d be especially thrilled if you:

• Are proficient in English with good writing skills.
• Have experience testing IDEs and/or cross-platform applications.
• Are familiar with Maven and Gradle.
• Are familiar with testing frameworks like Junit and TestNG.
• Are familiar with IntelliJ IDEA or other IntelliJ-based tools.
• Use a deductive method when investigating issues.

What tasks we have in store:

• Processing user feedback.
• Supporting users from all over the world, with due regard for time zones and cultural differences.
• Reproducing issues based on bug reports.
• Analyzing logs, thread dumps, and snapshots.
• Working with an issue tracker.

How we organize our work:

• Most of the communication with users is done in YouTrack/Zendesk.
• We also use a separate workspace for Fleet in Slack, Stack Overflow, and Twitter.