Software Support Engineer (Regular/Senior)

Software Support Engineer (Regular/Senior)

We are #VLteam - tech enthusiasts constantly striving for growth. The team is our foundation, that's why we care the most about the friendly atmosphere, a lot of self-development opportunities and good working conditions. Trust and autonomy are two essential qualities that drive our performance. We simply believe in the idea of "measuring outcomes, not hours". Join us & see for yourself!

About the role

Project

Support Team

Project scope

Provide first-class technical support for all IntelliJ Platform-based IDEs and their agentic developer tooling - both in-IDE plugins and standalone command-line agents that integrate with the IDEs over agent protocols. The team handles and investigates requests arriving through the web support portal, in-product feedback, social media, community forums, and marketplace reviews. Typical work includes:

- Analysing performance, indexing, file-system, and networking issues.

- Reading IDE logs, thread dumps, and CPU / memory snapshots to localise bugs.

- Inspecting Java / Kotlin source code inside the IntelliJ Platform to understand execution flow.

- Diagnosing issues across multiple delivery surfaces: IDE plugins, standalone command-line tooling, and integrations mediated by agent protocols.

- Investigating authentication, licensing, and quota issues across vendor accounts, API tokens, and bring-your-own-key (BYOK) configurations for LLM providers.

- Triaging YouTrack issues, escalating potential high-impact defects to development, and relaying user feedback to Product Management and QA.

- Writing and maintaining KCS-compliant knowledge-base articles to scale answers across the team.

Tech stack

Java, Kotlin, Scala, IntelliJ Platform API, agent protocols (ACP, MCP), HTTP / REST APIs of LLM providers, Linux / Windows / macOS administration, TCP/IP, DNS, OSI networking, JVM diagnostic tooling (jstack, async-profiler, JFR, VisualVM), version control (Git), Docker, WSL, shell / Python / Node.js literacy

Challenges

- Deliver accurate root-cause analysis under SLAs across a product surface that spans CLI tooling, IDE plugins, and protocol-mediated in-IDE experiences - the same symptom often has very different causes depending on the surface.

- Distinguish agent reasoning issues from infrastructure issues (provider quota, auth, networking, MCP server failures, IDE-side protocol transport bugs).

- Balance deep code-level investigation with clear customer communication, including for non-technical users frustrated with agent behaviour.

- Keep pace with a rapidly evolving AI/agent ecosystem: new LLM models, provider API changes, protocol updates, and frequent product direction shifts.

- Coordinate with distributed development, IntelliJ Platform, and QA teams on urgent, high-visibility issues.

- Improve team leverage: identify ticket patterns, write knowledge articles, and contribute to support-side automation and tooling.

Team

2 people from VL, who are part of the 6-engineer team. Close cooperation with the other support team.

What we expect in general:

• 3- 5 years of experience in

  support or QA roles is mandatory,

• Solid technical IT background spanning OS administration, networking (TCP/IP, DNS, HTTP, OSI), and software development. JVM languages preferred (Java, Kotlin, Scala); comfort with Python / Node.js / shell is a plus.

• Demonstrated ability to do root-cause analysis independently: read logs, JFR / CPU snapshots, thread dumps, and source code; reproduce issues end-to-end; isolate whether the problem lives in the CLI, the IDE plugin, the agent protocol layer, an MCP server, the LLM provider, or the customer's environment.

• Experience troubleshooting LLM-based or agent-based products (e.g. Cursor, Copilot, Claude Code, or similar), or willingness and aptitude to ramp up quickly. Understanding of concepts like tool use, context window, prompt caching, BYOK, and quota systems.

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

• Strong written communication: able to write replies that are short, direct, and helpful and internal bug reports that developers can act on without follow-up.

• Comfortable owning the end-to-end ticket lifecycle: triage, investigation, customer communication, YouTrack filing, follow-through, and KB authoring.

• Independent prioritisation across a noisy queue.

• Improving team leverage by writing KB articles, automating recurring workflows, and proposing process changes.

• Acting as a credible technical liaison to development and PM - relaying customer feedback so it actually shapes the product.

• Willingness to handle challenging customer conversations (refunds, license suspensions, frustrated power users) calmly and honestly.

• Good command of English (at least B2/C1)

Seems lots of expectations, huh? Don't worry! You don't have to meet all the requirements. What matter the most is your passion and willingness to develop. Apply and find out!

A few perks of being with us

• Building tech community

• Flexible hybrid work model

• Home office reimbursement

• Language lessons

• MyBenefit points

• Private healthcare

• Training Package

• Virtusity / in-house training

• Access to the above perks is optional and completely voluntary for B2B contractors