Customer Support Analyst

The Customer Support Analyst plays a crucial role in providing technical and customer support to ensure client satisfaction by troubleshooting issues, analyzing support trends, and delivering efficient solutions. This position acts as a liaison between customers and internal teams, utilizing data to drive continuous improvement in service delivery. You will thoroughly investigate user issues to provide accurate bug localization and suggest workarounds when possible. Additionally, you will reproduce issues based on user reports, provide technical support through various channels, learn all aspects of the product, and gather project knowledge to share common answers and workarounds with external users. Communication with project stakeholders, including developers, QAs, the marketing team, and others, is also a key aspect of this role. Qualifications: - Minimum 3+ years of experience in customer support for commercial software tools - Coding experience (at least theoretical + Markup) - Familiarity with one or more JetBrains IDEs & products - Experience with bug-tracking systems like YouTrack or Jira - Proficiency in English, both written and spoken - Strong communication skills - Passion for helping users resolve issues Desired Skills: - Additional coding experience - Familiarity with major OSs, Bash, SSH, and SQL - Experience with AI tools for IDEs like JetBrains AI Assistant, Github Copilot, or Cursor AI - Understanding of version control systems and network protocols - Knowledge of collecting and sharing knowledge We offer: - Opportunity to work on cutting-edge projects - Collaborate with a highly motivated and dedicated team - Competitive salary - Flexible schedule - Benefits package including medical insurance and sports benefits - Participation in corporate social events - Professional development opportunities - Well-equipped office environment About Us: Grid Dynamics (NASDAQ: GDYN) is a technology consulting company specializing in platform and product engineering, AI, and advanced analytics services. With a focus on solving technical challenges and driving positive business outcomes for enterprise companies in transformation, Grid Dynamics leverages 8 years of experience and expertise in enterprise AI. Headquartered in Silicon Valley, Grid Dynamics has a global presence with offices across the Americas, Europe, and India.,