Customer Support Analyst
The Customer Support Analyst serves as the frontline of technical and customer support, ensuring client satisfaction by troubleshooting issues, analyzing support trends, and delivering prompt, efficient solutions. This role acts as a bridge between customers and internal teams, using data to drive continuous improvement in service delivery.
Essential functions
Thoroughly investigating user issues to provide accurate bug localization and suggest workarounds if possible.
Reproducing issues based on user reports.
Providing technical support through ticketing systems, community forums, and social media.
Learning every aspect of the product.
Collecting project knowledge to share common answers and workarounds with external users.
Communicating with project stakeholders, including developers, QAs, the marketing team, and others.
Qualifications
Have at least 3+ years of experience in providing customer support for commercial software tools.
Have coding experience (at least theoretical + Markup)
Are familiar with one or more JetBrains IDEs & products
Have experience with bug-tracking systems, such as YouTrack or Jira.
Are proficient in English, both written and spoken.
Have strong communication skills.
Enjoy helping users no matter what issues they experience.
Would be a plus
Have coding experience
Are familiar with major OSs, Bash, SSH, and SQL.
Have experience with any AI tool for IDEs, such as JetBrains AI Assistant, Github Copilot, or Cursor AI.
Have an understanding of version control systems.
Have knowledge of network protocols.
Have experience in collecting and sharing knowledge.
We offer
- Opportunity to work on bleeding-edge projects
- Work with a highly motivated and dedicated team
- Competitive salary
- Flexible schedule
- Benefits package - medical insurance, sports
- Corporate social events
- Professional development opportunities
- Well-equipped office
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.Apply to the position
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Grid Dynamics is an equal opportunity employer. We are committed to creating an inclusive environment for all employees during their employment and for all candidates during the application process.
All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. All employment is decided on the basis of qualifications, merit, and business need.