Support Engineer (JetBrains Hub)

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.

JetBrains Hub is an authentication service created and hosted by JetBrains. It is offered both as a SaaS solution and as an embeddable on-premises component. Product teams in JetBrains use Hub to connect to SSO identity providers, such as Okta or Entra ID.

As adoption grows, we are looking to expand the team and provide better service to our existing customers. The team itself is distributed, so we mainly collaborate online with a lightweight Kanban-like process.

As part of our team, you will: 

• Provide technical support via a help-desk system, community forums, and an issue tracker.
• Maintain a support knowledge base to ease future troubleshooting.
• Be a bridge between customers and team members, exploring the peculiarities of their IT landscape and identity management practices in order to provide valuable input and help the team steer product direction.
• Help internal JetBrains teams integrate the identity management component into their products and services

We’ll be happy to bring you on board if you have: 

• At least 2 years of experience in QA or customer support. 
• Excellent spoken and written English skills (B2 or higher).
• Technical troubleshooting abilities.
• The ability to work in a self-managed manner.
• Good communication skills.
• Experience with the basics of Linux administration: Bash, grep, and SSH.
• At least basic knowledge of Docker and K8S.
• Experience with the basics of networks and protocols: the OSI model, Fluent HTTP.

You get bonus points for:

• Knowledge of OAuth, SAML, LDAP, and Active Directory.
• Hands-on experience with Okta, Entra ID, Keycloak, or Ping Identity. 
• Programming or scripting experience.
• Familiarity with SaaS support practices.
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