Software Support Engineer (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!

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Project

Remote Platform Supporters

Project scope

Provide first-class technical support for all IntelliJ Platform-based IDEs. The team handles and investigates requests arriving through the web portal, in-product feedback, social media, and community forums. 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– triaging YouTrack issues, escalating potential high-impact defects to development, and relaying user feedback to Product Management and QA.

Tech stack

Java, Kotlin, Scala, IntelliJ Platform API, Linux / Windows / macOS administration, TCP/IP, DNS, OSI networking, JVM diagnostic tooling (jstack, async-profiler, Visual VM), Version-control systems (Git), Docker, WSL

Challenges

Deliver accurate root-cause analysis under SLAs; balance deep code-level investigation with clear customer communication; keep pace with a rapidly evolving IDE platform and plugin ecosystem; coordinate with distributed development and QA teams to resolve urgent, high-visibility issues.

Team

Three specialists from our side, embedded, QA, and Engineering groups.

What we expect in general:

• Solid technical IT background. It may be a mixture of the following areas in different depths

• OS administration skills: understanding of network protocols (TCP/IP, DNS, OSI model); Linux, Windows, macOS architecture and administration: startup scripts, network, performance monitoring, technical troubleshooting

• Software development skills: JVM-languages are preferable (Java, Kotlin, Scala)

• Technical troubleshooting skills

• At least 3 years experience in support roles

• Experience in supporting JVM-based applications: reading logs, CPU/Memory snapshots

• Familiarity with IntelliJ IDEA, PyCharm, WebStorm, or other IDEs

• Interest in customers’ communications and desire to advance in this area

• Interest in solving complex issues and even use creative approach to troubleshoot non-obvious technical problems

• To not be afraid of possible challenging communications with customer, be kind and have an honest desire to help

• Understanding of Version Control Systems

• Understanding the virtualization like Docker, WSL etc.

• 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

And a lot more!