Customer Support Analyst

Essential functions

• Process user requests, related to the IntelliJ-based IDE functionality, mainly for User Interface functionality, but not limited only by UI. Requests come fromWebSite support form;

• In-product user requests;

• Twitter and other social media;

• Community forums;

• Triage YouTrack issues and helping developers and Quality Assurance engineers to localize issues in a diverse technical environment;

• Helping delivering users feedback to the product teams (developers, Product Managers, QA);

• Learn every aspect of the product.

Qualifications

• Decent technical IT background. It may be a mixture or combination 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 a 1 year experience in support or QA roles;

• Understanding of what Integrated Development Environment is and professional interest in this field;

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

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

• Excellent written English.

Would be a plus

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

• Experience working with Version Control systems: Git, Mercurial, Subversion;

• Experience in software development (at least 1 year) or QA: JVM-languages are preferable;

• Understanding the virtualization like Docker, WSL etc.

We offer

• Opportunity to work on bleeding-edge projects

• Work with a highly motivated and dedicated team

• Competitive salary

• Flexible schedule and a hybrid working mode

• Benefits package - medical insurance, sports, benefit basket

• Corporate social events

• Professional development opportunities (international certifications, customized learning paths)

• Well-equipped office located down town

About us

Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI, supported by profound expertise and ongoing investment in data, analytics, cloud & DevOps, application modernization and customer experience. Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.