Support Engineer (JetBrains Hub)

JetBrains; München, Berlin; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading software development company in Munich is seeking a technical support professional to enhance the service provided to customers. The role involves maintaining a knowledge base, providing technical assistance through various channels, and acting as a liaison between customers and development teams. Ideal candidates will have experience in customer support, solid English skills, and familiarity with identity management practices and tools. This position offers an opportunity to grow within a distributed team.

Qualifikationen

• Minimum 2 years experience in QA or customer support.
• Proficient in spoken and written English (B2 or higher).
• Hands-on experience with identity management tools.

Aufgaben

• Provide technical support through help-desk and forums.
• Maintain and improve a support knowledge base.
• Bridge the gap between customers and internal teams.

Kenntnisse

Technical troubleshooting

Excellent spoken and written English

Self-management

Basic Linux administration

Basic knowledge of Docker

Knowledge of networks and protocols

Familiarity with SaaS support practices

Tools

Docker

Kubernetes

Okta

Entra ID

Keycloak

Ping Identity

Jobbeschreibung

At JetBrains, code is our passion. Ever since we started, back in 2000, we have been striving to make the strongest, most effective developer tools on earth. By automating routine checks and corrections, our tools speed up production, freeing developers to grow, discover, and create.

JetBrains Hub is an authentication service created and hosted by JetBrains. It is offered both as a SaaS solution and as an embeddable on‑premises component. Product teams in JetBrains use Hub to connect to SSO identity providers, such as Okta or Entra ID.

As adoption grows, we are looking to expand the team and provide better service to our existing customers. The team itself is distributed, so we mainly collaborate online with a lightweight Kanban‑like process.

As part of our team, you will:

• Provide technical support via a help‑desk system, community forums, and an issue tracker.
• Maintain a support knowledge base to ease future troubleshooting.
• Be a bridge between customers and team members, exploring the peculiarities of their IT landscape and identity management practices in order to provide valuable input and help the team steer product direction.
• Help internal JetBrains teams integrate the identity management component into their products and services

We’ll be happy to bring you on board if you have:

• At least 2 years of experience in QA or customer support.
• Excellent spoken and written English skills (B2 or higher).
• Technical troubleshooting abilities.
• The ability to work in a self‑managed manner.
• Experience with the basics of Linux administration: Bash, grep, and SSH.
• At least basic knowledge of Docker and K8S.
• Experience with the basics of networks and protocols: the OSI model, Fluent HTTP.
• Knowledge of OAuth, SAML, LDAP, and Active Directory.
• Hands‑on experience with Okta, Entra ID, Keycloak, or Ping Identity.
• Programming or scripting experience.
• Familiarity with SaaS support practices.
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