At JetBrains, code is our passion. Ever since we started, back in 2000, we have strived 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.

AI Assistant is an advanced software tool that leverages artificial intelligence to aid developers in various tasks. Developed for JetBrains IDEs, the AI Assistant plugin integrates AI into the coding environment, enhancing features like code completion, debugging, VCS operations, and much more. We strive to make JetBrains AI Assistant the most useful and intuitive AI-powered tool on the market, focusing on core features such as code completion, code generation, refactoring, and general assistance through chat.

We are looking for a Support Engineer to help ensure the best user experience with AI Assistant.

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

• Have at least two years of experience in providing customer support for commercial software tools.
• Have coding experience.
• Have experience with bug-tracking systems, such as YouTrack or Jira.
• Are proficient in English, both written and spoken.
• Have strong communication skills.
• Enjoy helping users no matter what issues they experience.

We’ll be especially thrilled if you:

• Are familiar with one or more JetBrains IDEs.
• Are familiar with major OSs, Bash, SSH, and SQL.
• Have experience with any AI tool for IDEs, such as JetBrains AI Assistant, Github Copilot, or Cursor AI.
• Have an understanding of version control systems.
• Have knowledge of network protocols.
• Have experience in collecting and sharing knowledge.

Your role will involve:

• Thoroughly investigating user issues to provide accurate bug localization and suggest workarounds if possoble.
• Reproducing issues based on user reports.
• Providing technical support through ticketing systems, community forums, and social media.
• Learning every aspect of the product.
• Collecting project knowledge to share common answers and workarounds with external users.
• Communicating with project stakeholders, including developers, QAs, the marketing team, and others.

We process the data provided in your job application in accordance with the Recruitment Privacy Policy (https://www.jetbrains.com/legal/privacy/privacy-recruitment.html)