支持工程师（TeamCity）
Support Engineer (TeamCity)
你是否关心保持开发工具的可靠运行，喜欢深入研究其背后的系统和基础设施，并知道可靠的工具对开发团队有多重要？如果你在压力下保持冷静，喜欢诊断复杂系统，希望帮助开发者克服技术障碍，并且擅长在多样化的技术栈中解决深层次问题，那么这个职位适合你。
关于 JetBrains
我们为开发者和团队创建智能的软件开发工具。超过 1500 万用户、30 多万家公司以及财富全球 100 强中的 88 家依靠我们的产品解决真实而复杂的问题。我们的使命很简单：让开发团队更高效，并大规模实现 AI 的采用。
关于 TeamCity
TeamCity 是一个高度可扩展的 CI/CD 服务器，能够整合现代软件生态系统。由于它支持复杂的服务器端设置和 SaaS 部署，问题可能来自产品本身或周围的基础设施。
你将负责
作为我们的 Support Engineering 团队成员，你将成为全球工程团队与内部产品开发人员之间的重要纽带。你将负责处理 incoming 技术问题，确定根本原因，并提供可行的解决方案或明确的升级流程。你将按照美国时区的工作时间，为我们的全球社区提供及时有效的支持。
日常工作中，你将：
- 确定问题是否源自产品、基础设施或第三方集成。
- 提供临时解决方案，提交错误报告，或直接将问题升级给开发团队。
- 按照 KCS（以知识为中心的服务）原则记录见解并发布解决方案。
- 将用户反馈分享给内部产品团队，以推动未来工具的改进。
你将带来的优势
- 对复杂软件和基础设施问题进行故障排除时，有系统化、结构化但灵活的方法。
- 有清晰直接的沟通风格，能以他人容易理解的方式解释技术细节。
- 能够在跨分布式团队和时区的环境中独立工作。
- 对不同构建系统、VCS 提供商和云平台如何协同工作充满好奇。
- 有改进文档和系统的倾向，使其比你发现时更好。
你需要具备的条件
- 英语流利，具备良好的书面沟通能力。
- 能够配合美国时区工作。
- 有排查 Web 服务器和应用程序（如 Tomcat 和 Java 环境）的实际经验。
- 有使用 Python、React、Kubernetes、Stripe 等工具的经验。
查看英文原文
Do you care about keeping developer tools running reliably, enjoy digging into the systems and infrastructure behind them, and know that reliable tools make all the difference for development teams? If you are calm under pressure, enjoy diagnosing complex systems, want to help developers overcome technical hurdles, and thrive on deep problem-solving across diverse tech stacks, this role is for you.
About JetBrains
We create intelligent software development tools for developers and teams. More than 15 million users, over 300,000 companies, and 88 of the Fortune Global Top 100 rely on our products to solve real, complex problems. Our mission is simple: make development teams more productive and AI adoptable at scale.
About TeamCity
TeamCity is a highly scalable CI/CD server that integrates across the modern software ecosystem. Because it supports complex server-side setups and SaaS deployments, issues can stem from the product itself or the surrounding infrastructure.
What you’ll do
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.
What you’ll bring
- 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.
What you’ll need
- 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).
What success looks like
Success in this role means resolving complex support cases efficiently while maintaining clear communication with developers. You build trust by accurately diagnosing underlying infrastructure or application bugs rather than addressing symptoms alone. Over time, your contributions to the knowledge base reduce repeat issues, and your feedback helps product teams make TeamCity more resilient.
This range reflects the employer’s good-faith estimate of the base salary it reasonably expects to pay for the position at the time of posting. Starting pay within the range will be determined based on job-related factors such as skills, qualifications, experience, and work location.
The base salary range (per year) for this position in the posted work location(s) is
$144,000—$216,000 USD
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.
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Originally posted on Himalayas