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)
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