Software Support Engineer

We are #VLteam - tech enthusiasts constantly striving for growth. The team is our foundation, that's why we care the most about the friendly atmosphere, a lot of self-development opportunities and good working conditions. Trust and autonomy are two essential qualities that drive our performance. We simply believe in the idea of ​​“measuring outcomes, not hours”. Join us & see for yourself!

Requirements

Software Support Engineer (Senior)

Full job description ➡ https://careers.virtuslab.com/job-offer/software-support-engineer-regular/

Required skills:

Supporting JVM-based apps - ADVANCED

Supporting CLI / agent-based tooling - ADVANCED

Understanding of LLM-based agents (tool use, context window, providers, BYOK) - ADVANCED

Problem-solving and root-cause analysis - ADVANCED

Developer support - ADVANCED

Communication skills - ADVANCED

English - ADVANCED

Knowledge management / KCS - ADVANCED

IntelliJ IDEA / PyCharm / WebStorm - ADVANCED

OS administration skills - REGULAR

Docker/WSL - REGULAR

Version Control Systems - REGULAR

HTTP / network protocol troubleshooting - REGULAR

Mentoring and process improvement - REGULAR

What we expect in general:

• 5+ years in support, developer support, or QA roles, with at least one role at a senior level

• Solid technical IT background spanning OS administration, networking (TCP/IP, DNS, HTTP, OSI), and software development. JVM languages preferred (Java, Kotlin, Scala); comfort with Python / Node.js / shell is a plus.

• Demonstrated ability to do root-cause analysis independently: read logs, JFR / CPU snapshots, thread dumps, and source code; reproduce issues end-to-end; isolate whether the problem lives in the CLI, the IDE plugin, the agent protocol layer, an MCP server, the LLM provider, or the customer's environment.

• Experience troubleshooting LLM-based or agent-based products (e.g. Cursor, Copilot, Claude Code, or similar), or willingness and aptitude to ramp up quickly. Understanding of concepts like tool use, context window, prompt caching, BYOK, and quota systems.

• Familiarity with IntelliJ-based IDEs from a power-user perspective.

• Strong written communication: able to write replies that are short, direct, and helpful and internal bug reports that developers can act on without follow-up.

• Comfortable owning the end-to-end ticket lifecycle: triage, investigation, customer communication, YouTrack filing, follow-through, and KB authoring.

• Independent prioritisation across a noisy queue.

• Improving team leverage by writing KB articles, automating recurring workflows, and proposing process changes.

• Acting as a credible technical liaison to development and PM — relaying customer feedback so it actually shapes the product.

• Willingness to handle challenging customer conversations (refunds, license suspensions, frustrated power users) calmly and honestly.

• Good command of English (at least B2/C1)