Customer Support Engineer (YouTrack Team)

At JetBrains, we create tools that help developers focus on what they love: writing code and building great software. YouTrack is our project management and team collaboration solution, trusted by thousands of teams worldwide to plan, track, and deliver projects of any size.

We are now looking for a Customer Support Engineer to join the YouTrack team. This role is all about helping our users succeed by understanding their questions, solving technical issues, and being their trusted guide through the product.

In this role, you will: 

• Provide customer service and technical support via our helpdesk, community forums, and issue tracker.
• Handle a wide range of inquiries – from simple “how-to” requests to complex technical investigations.
• Dive deep into topics like authentication flows, VCS integrations, mail and build servers, REST API concepts, infrastructure questions, and more.
• Reproduce and investigate customer issues, collaborating with developers and QA engineers to identify solutions.
• Communicate clearly and empathetically – making sure users not only get the right solution but also understand it.
• Contribute to the team’s internal and external knowledge bases to share knowledge with the team and customers.
• Identify common issues and share customer insights with the team to help us improve YouTrack further.
• Be a customer’s advocate when it comes to prioritizing the team backlog.

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

• Excellent written and spoken English.
• Strong communication skills and empathy for users.
• The ability to work independently and manage your own workload.
• A solid technical foundation, including:
  • Basics of programming (JavaScript is a plus).
  • Fundamentals of server administration (networking, CLI).
  • Web application concepts (REST, TLS, Docker, OAuth).
• Curiosity and a willingness to learn. If your background is in another technical area, we can support you in growing into the role.