Support Engineer (JetBrains Academy)

We’re looking for a Support Engineer to join the JetBrains Academy team. In this role, you’ll focus on resolving technical issues for users of the JetBrains Student Pack and JetBrains Teacher Pack.

Your responsibilities will include managing the support workload, primarily via email, providing remote support for professors, course instructors, and IT administrators, and assisting with the setup and configuration of JetBrains IDEs and educational plugins.

The ideal candidate cares about education, enjoys helping others, and wants to make a practical impact by supporting both learners and educators.

As part of our team, you will:

• Review and process license requests using our internal CRM, making approval decisions or suggesting alternatives. 
• Communicate with educators (teachers, instructors, IT admins) via email to resolve inquiries.
• Provide demos and guidance on configuring JetBrains tools for academic environments.
• Assist users with their questions, from simple to more complex technical issues.
• Collaborate with technical and product teams on issues that require escalation.
• Contribute ideas and lead initiatives to improve user experience, optimize workflows, and automate processes where appropriate.

We’ll be happy to welcome you aboard if you have:

• Strong English and communication skills, along with empathy and a desire to help.
• A proactive, self-motivated approach and the ability to work independently.
• Experience in customer support or similar customer-facing roles (tech background preferred).
• Basic command-line skills and familiarity with JetBrains IDEs.
• Experience with centralized software deployment tools (e.g., Microsoft Intune) or managing computer lab environments is a plus.
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