Support Engineer (TeamCity)

Role overview

Join a Support Engineering team focused on a highly scalable CI/CD server that integrates with the modern software ecosystem, including complex on-premises setups and SaaS deployments. The role bridges end users and product engineering, owning technical issues from intake through root cause to resolution or escalation. The position requires alignment with American time-zone hours to serve a global developer community effectively.

Responsibilities

- Triage incoming technical issues and determine whether root causes lie in the product, surrounding infrastructure, or third-party integrations. - Develop workarounds, file bug reports, and escalate confirmed issues directly to development teams with clear reproduction details. - Document resolutions and contribute to the knowledge base using Knowledge-Centered Service (KCS) practices. - Relay recurring user feedback to internal product teams to inform future platform improvements. - Communicate complex diagnoses in clear, accessible language to developers and internal stakeholders.

Requirements

- Fluency in English with strong written communication skills. - Willingness and ability to work aligned with American time zones. - Practical experience troubleshooting web servers and Java-based application environments such as Tomcat. - Working knowledge of relational databases such as PostgreSQL, MySQL, or MSSQL. - Hands-on experience with version control systems and hosting platforms, including Git or Perforce and providers like GitHub, GitLab, or Bitbucket. - Familiarity with build automation tools such as Gradle, Maven, or .NET build systems. - Understanding of containerized or cloud infrastructure, including Docker, Kubernetes, AWS, or Azure.

Nice to have

- A structured yet flexible troubleshooting approach suited to complex distributed systems. - Comfort working independently across distributed teams and time zones. - Curiosity about how diverse build systems, VCS providers, and cloud platforms interoperate. - A habit of leaving documentation and systems in better condition than found.

Benefits and work setup

- Base salary range of $144,000–$216,000 USD, with starting pay determined by skills, qualifications, experience, and work location. - Equal opportunity employer committed to an open and inclusive workplace.