Support Engineer (TeamCity)
JetBrains
$144,000 - $216,000 / year
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Description
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.
#LI-DNI
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.
We are an equal opportunity employer
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About this role
JetBrains is looking for a Support Engineer to work with TeamCity, their CI/CD platform used by over 300,000 companies. You'd be the bridge between global users experiencing technical problems and the internal product development team, working American-timezone hours to support a distributed community. The role requires you to diagnose whether issues originate in the product itself, the surrounding infrastructure, or third-party integrations—then either resolve them, provide workarounds, or escalate appropriately to developers.
Your day-to-day work involves taking ownership of incoming technical cases, identifying root causes across complex server setups and cloud deployments, and documenting solutions using Knowledge-Centered Service principles. You'll also feed user insights back to product teams to inform improvements. This is fundamentally a troubleshooting role that demands both technical depth and clear communication: you need hands-on experience with Java-based web servers, relational databases, version control systems, build automation tools, and containerized or cloud environments. You should be comfortable working independently across time zones and have the curiosity to understand how different build systems, VCS providers, and infrastructure pieces interact.
The role suits someone who stays calm under pressure, thinks systematically about complex problems, and takes pride in leaving documentation and systems better than they found them. The salary range is $144,000–$216,000 annually, and the position is fully remote.
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Pay for this role
$144,000 to $216,000 per year
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