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! 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)