Senior Support Engineer (ReSharper)

JetBrains; Deutschland; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Flexible work location

Remote work up to 30 days abroad

Medical insurance allowance

Learning and development opportunities

Relocation support

Lunch allowance

Mental health support

Gym or sports stipend

Internal events

Job summary

JetBrains in Germany is seeking a customer-focused technical support engineer for the .NET stack and developer tools. You will work closely with developers, QA, and marketing to understand user problems and turn findings into fixes and features.

You’ll investigate tricky issues, document clear bug reports, and help users adopt new technologies, including generative AI, while advocating for customer needs and maintaining a high standard of technical craft.

Qualifications

• Experience diagnosing and solving complex software issues.
• Ability to translate technical problems into actionable fixes.
• Experience with customer-facing support.
• Familiarity with generative AI workflows is a plus.

Responsibilities

• Investigate and resolve complex technical issues reported by users worldwide.
• Reproduce edge-case scenarios and submit detailed bug reports to product teams.
• Collaborate with developers and QA to share feedback and drive fixes.
• Create knowledge base articles and troubleshooting guides.
• Guide users to adopt new technologies, including generative AI tools in workflow.

Skills

Technical troubleshooting

Clear communication

User advocacy

English fluency

Tools

Bug tracking

Help desk systems

Job description

You work with the .NET stack, love diving deep into tricky technical problems, and enjoy helping developers. You want to advocate for users' interests and improve the developer tools so many developers use daily.

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.

What you’ll do

ReSharper enhances Visual Studio with advanced code inspections, refactorings, and navigation, while Rider and our .NET tools help developers build software across platforms. As software development evolves, especially with generative AI, our users run into complex technical challenges that require deep investigation.

This role exists to bridge the gap between our users and our product teams. You won't just answer tickets; you'll get to the root of complex bugs and help turn what you find into fixes and features. Working closely with developers, QA engineers, and marketing, you'll take ownership of technical issues, advocate for user needs, and help keep our developer community thriving.

Day to day, you will:

• Investigate and resolve complex technical issues submitted by users worldwide.
• Reproduce edge-case user scenarios and submit clear, detailed bug reports to product teams.
• Collaborate directly with developers and QA engineers to share product feedback and drive fixes.
• Create knowledge base articles, troubleshooting guides, and issues to our bug tracker to help users self-serve.
• Guide users to adopt new technologies, including generative AI tools within the development workflow.

What you’ll bring:

• Curiosity to find the real cause, not just a workaround.
• Ability to explain complex ideas clearly and simply.
• Persistence when investigating edge cases from minimal data.
• A user-first mindset that actively advocates for customer needs.
• The ability to work independently while staying connected with a distributed team.
• A commitment to continuously learning and expanding your technical craft.

What you’ll need:

• Proficiency with the .NET technology stack, Microsoft Visual Studio, and Visual Studio Code.
• Ability to read, write, and debug C# applications effectively.
• Practical experience investigating, troubleshooting, and supporting commercial software applications.
• Understanding of generative AI applications within software development workflows.
• Fluency in English with strong written and verbal communication skills.
• Experience with Help Desk systems, bug-tracking tools, or support frameworks (Knowledge Centered Services).
• Familiarity with modern IDEs and development tools across multiple platforms.
• Experience onboarding and mentoring support engineers or handling escalated technical cases.

What success looks like

Success in this role means being a technical expert our users trust and a key partner to our development teams. You'll consistently get to the root cause of complex technical issues, turning user feedback into actionable product improvements. You'll leave our support resources better than you found them.

• Strong base salary. We offer competitive pay that reflects your skills and experience.
• Flexible work location. Enjoy the freedom to work from home or from the office.
• Remote work. Spend up to 30 days per year working remotely from abroad.
• Extra time off. More days to relax, recharge, and do the things you love.
• Medical insurance allowance. Enjoy peace of mind for you and your family
• Learning and development opportunities. Access to conferences, courses, and language classes.
• Relocation support. We help make your move as smooth and stress-free as possible.
• Language classes. Pick up the local language or sharpen your English skills.
• Fuel your day. Enjoy a hot meal or receive a lunch allowance on workdays.
• Mental health support. To help you feel your best, we provide easy access to professional mental health services.
• Sports benefit. Enjoy an on-site gym or sports club stipend.
• Internal events. Join company-wide celebrations and team gatherings.

*Some benefits may vary depending on location.

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.

A lot of teams at JetBrains are distributed across our core locations. If you are not based in one of the locations above, we'd be happy to talk through relocation possibilities with you.