Grid Dynamics is a leading American company headquartered in San Francisco, California. With over 17 years of experience since its founding in 2006, we provide cloud solutions, data services, and IT expertise to global clients. As a company, we are committed to delivering innovative solutions and helping businesses stay ahead in the digital landscape.
Support Engineer – IntelliJ Platform Team
100% remote, Open for all the states in Mexico
We are looking for a skilled Support Engineer to join our IntelliJ Platform team. If you have a strong background in software engineering, particularly with Kotlin or Java applications, and a passion for supporting customers, we encourage you to apply. This is an exciting opportunity to work with cutting-edge technologies and contribute to the success of users using the IntelliJ-based IDE products.
What you will do:
As a Support Engineer for the IntelliJ Platform team, you will:
- Process user requests related to IntelliJ-based IDE functionality, primarily focusing on User Interface (UI) functionality, though not limited to UI only.
- Respond to support requests from various sources including website support forms, in-product user requests, social media (Twitter, etc.), and community forums.
- Triage YouTrack issues and collaborate with developers and Quality Assurance (QA) engineers to resolve and localize issues in a diverse technical environment.
- Deliver user feedback to product teams (developers, Product Managers, QA).
- Learn every aspect of the product to continuously improve support quality.
Schedule:
The schedule follows a 5/2 work pattern, but days off are not necessarily on weekends. Depending on team workload and needs, the working days may be Tuesday to Saturday.
Requirements:
We are looking for candidates with the following qualifications:
- Good technical IT background (minimum 2 years) in various areas such as:
- OS administration skills: Understanding of network protocols (TCP/IP, DNS, OSI model); proficiency in Linux, Windows, macOS architecture, and administration (startup scripts, network, performance monitoring, troubleshooting).
- Software development skills: Preferably experience with JVM languages like Java, Kotlin, or Scala.
- Technical troubleshooting skills.
- Strong understanding of Integrated Development Environments (IDEs) and a professional interest in this field. (at least 1 year)
- Interest in customer communication and a desire to improve in this area.
- Comfort in handling potentially challenging customer communications with kindness and a genuine desire to help.
- Excellent written English because is for USA team
Preferable Skills:
- Two or more years of experience in technical support.
- Familiarity with IntelliJ IDEA, PyCharm, WebStorm, or other IDEs.
- Experience with Version Control systems (e.g., Git, Mercurial, Subversion).
- Software development or QA experience (preferably in JVM languages).
- Understanding of virtualization technologies like Docker and WSL.
- Good spoken English.
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