Customer Support Analyst

Customer Support Analyst - JD 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 (at least theoretical + Markup) Are familiar with one or more JetBrains IDEs & products 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: Have coding experience (Junior level is enough) 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 possible. 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. Show more Show less