Software Support Engineer

Job not on LinkedIn

🕒 May 12

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

VirtusLab

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

💳 Fintech

💰 Private Equity Round on 2021-12

Fintech • Software Engineering • Cloud Engineering

VirtusLab is a global technology consulting company specializing in software engineering, IT consulting, and developer experience. The company focuses on improving efficiency and innovation through strategic insight, tailored concept development, and comprehensive project support, particularly in areas like machine learning, cloud engineering, and Scala consulting. With a commitment to driving positive evolution in software technology, VirtusLab helps businesses optimize their technology stacks and achieve scalable solutions for their software needs.

📋 Description

• 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 • 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

🎯 Requirements

• 5+ years in support, developer support, or QA roles, with at least one role at 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. • Senior expectations: Independent prioritization 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. • English at C1 or better.

🏖️ Benefits

• self-development opportunities • good working conditions