Support Engineer (PhpStorm)

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

PhpStorm is a JetBrains IDE for PHP and related technologies, including Blade, Twig, Smarty, and others. Our support team helps our customers with all sorts of PHP-related problems and addresses deployment issues (FTP(S) and SFTP). Our main support channels are Zendesk, YouTrack, and Twitter. We help users resolve a variety of challenges, including configuring debuggers (which is very tricky in PHP!), identifying why an inspection doesn’t work for their code, configuring Docker in WSL, and determining why completion is missing when they use generics in PHP.

We have a range of processes in place to provide the best possible support and are constantly adjusting them to incorporate new ideas and practices. As part of our team, you will participate in our decisions, meaning you’ll be able to present any ideas you have about our workflow and, of course, the product itself!

In this role, you will be responsible for:

• Helping our users configure the IDE.
• Reproducing issues based on user reports.
• Finding workarounds for problems.
• Working extensively with the issue tracker, searching for existing similar reports and submitting new ones.
• Supporting users from all over the world.
• Learning every aspect of the product.

We’ll be happy to have you on our team if you:

• Enjoy helping users no matter what issues they experience.
• Can explain complex ideas in simple words.
• Are ready to keep the conversation going, even when others might have given up.
• Can discern the crux of a bug or issue from a screenshot.
• Believe that software should be made first and foremost for its users.
• Are proficient in English and have good writing skills.
• Have at least 2 years of experience in QA and customer support for commercial software tools.

We’ll be especially thrilled if you:

• Have tested or provided support for a cross-platform desktop application.
• Have experience with IDEs.
• Are familiar with PHP.
• Understand how great support contributes to a great release.

• Fascinating work in a dynamic, friendly team.
• Competitive salary.
• Flexible working schedule.
• Six weeks of paid vacation (local regulations can be applied).
• An office library with specialized work-related books and magazines.
• Comfortable working environment, with ergonomic workplaces, fitness and leisure zones and a company-paid car park.
• Excellent opportunity for professional and personal development, opportunity to travel to professional conferences worldwide.
• Additional benefits including lunch, free refreshments and snacks in the office, and more.