Support Engineer (TeamCity)

JetBrains • Boston, MA

15d • $144,000 - $216,000 • Remote

About The Position

As part of our Support Engineering team, you will act as a crucial link between global engineering teams and our internal product developers. You will take ownership of incoming technical issues, pinpoint root causes, and provide working resolutions or clear escalations. You'll work American-timezone hours to give our global community timely, effective support.
Day to day, you will:
Identify whether an issue stems from the product, infrastructure, or third-party integrations.
Provide workarounds, submit bug reports, or escalate issues directly to development.
Capture insights and publish solutions following KCS (Knowledge-Centered Service) principles.
Share user feedback with internal product teams to shape future tool improvements.

Requirements

• Fluency in English, with strong written communication skills.
• The ability to work aligned with American time zones.
• Practical experience troubleshooting web servers and applications (such as Tomcat and Java-based environments).
• A working knowledge of relational databases (such as PostgreSQL, MySQL, or MSSQL).
• Hands-on experience with version control tools and hosting platforms (such as Git or Perforce, GitHub, GitLab, or Bitbucket).
• Familiarity with build automation tools (such as Gradle, Maven, or .NET build systems).
• An understanding of containerized environments or cloud infrastructure (such as Docker, Kubernetes, AWS, or Azure).

Nice To Haves

• A systematic and structured, but flexible approach to troubleshooting complex software and infrastructure issues.
• A clear, direct communication style that explains technical details in ways others can understand.
• Comfort working independently across distributed teams and time zones.
• Curiosity about how different build systems, VCS providers, and clouds operate together.
• An inclination to leave documentation and systems better than you found them.

Responsibilities

• Identify whether an issue stems from the product, infrastructure, or third-party integrations.
• Provide workarounds, submit bug reports, or escalate issues directly to development.
• Capture insights and publish solutions following KCS (Knowledge-Centered Service) principles.
• Share user feedback with internal product teams to shape future tool improvements.

Benefits

• We are an equal opportunity employer
• We know great ideas can come from anyone, anywhere. That’s why we do our best to create an open and inclusive workplace – one that welcomes everyone regardless of their background, identity, religion, age, accessibility needs, or orientation.
• We process the data provided in your job application in accordance with the Recruitment Privacy Policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed