Software Support Engineer

📋 Description

• Providing support for JVM-based applications - ADVANCED

• Assisting with CLI / agent-based tools - ADVANCED

• Comprehending LLM-based agents (tool utilization, context window, providers, BYOK) - ADVANCED

• Engaging in problem-solving and root-cause analysis - ADVANCED

• Offering developer support - ADVANCED

• Exhibiting strong communication skills - ADVANCED

• Managing knowledge effectively / KCS - ADVANCED

• Proficient in IntelliJ IDEA / PyCharm / WebStorm - ADVANCED

• Possessing OS administration skills - REGULAR

• Familiar with Docker/WSL - REGULAR

• Knowledgeable in Version Control Systems - REGULAR

• Capable of troubleshooting HTTP / network protocols - REGULAR

• Providing mentorship and driving process improvements - REGULAR

⛳️ Requirements

• 5+ years of experience in support, developer support, or QA roles, including at least one senior position.

• Strong technical IT background covering OS administration, networking (TCP/IP, DNS, HTTP, OSI), and software development.

• Proficiency in JVM languages preferred (Java, Kotlin, Scala); familiarity with Python / Node.js / shell is an advantage.

• Proven ability to conduct root-cause analysis independently: analyzing logs, JFR / CPU snapshots, thread dumps, and source code; replicating issues end-to-end; determining if the problem resides in the CLI, IDE plugin, agent protocol layer, MCP server, LLM provider, or customer environment.

• Experience in troubleshooting LLM-based or agent-based products (e.g. Cursor, Copilot, Claude Code, or similar), or a strong willingness and ability to quickly adapt.

• Understanding of concepts such as tool usage, context windows, prompt caching, BYOK, and quota systems.

• Familiarity with IntelliJ-based IDEs from a power-user standpoint.

• Excellent written communication skills: capable of crafting concise, direct, and helpful responses along with internal bug reports that developers can act upon without further clarification.

• Comfortable managing the complete ticket lifecycle: triaging, investigating, communicating with customers, filing in YouTrack, following through, and authoring knowledge base articles.

• Senior-level expectations: Ability to independently prioritize tasks in a busy environment. Enhancing team efficiency by writing knowledge base articles, automating recurring workflows, and suggesting process improvements. Acting as a credible technical link to development and PM — effectively conveying customer feedback to influence product development. Willingness to handle difficult customer interactions (refunds, license suspensions, frustrated power users) with composure and honesty.

• Proficient in English at C1 level or higher.

🏝️ Benefits

• Opportunities for self-development

• Positive working conditions