Job Description

Role: Product Engineer (JetBrains)

Ref: 026

FT/PT: Full time

Brief Description:

The Service Desk Engineer is part of a global team delivering 24/7 best-in-class reactive support services to our clients. Working within our JetBrains team, your time will be exclusively spent on ensuring the highest quality of service delivery to one of our largest clients. The role requires you to develop and maintain expert knowledge of specific JetBrains products, including TeamCity, IDE Services and License Vault to ensure that we provide a fantastic support service and client and end-user satisfaction.

The ideal candidate will be friendly and have excellent written and verbal communications

skills, along with a warm and professional demeanour and a willingness and ability to

develop themselves within the IT industry

Key Responsibilities:

? Develop and maintain expert knowledge of the JetBrains suite of supported products. This will include online research, using existing information libraries, training sessions, and active participation in the support function.

? Provide technical diagnosis and remedial actions for support tickets submitted by the clients' customers.

? Assist in the ongoing maintenance of technical runbooks and the online knowledge base used as part of the support process.

? Keep updated with new and emerging product feature sets and changes within the wider industry.

? Provide support and supervision to less experienced colleagues during the implementation stages.

? Understand and implement the company's information security (related) policies as applicable to day-to-day activities.

Key Skills:

? Experience working within a service desk environment

? Excellent written and spoken communication skills. The role requires a high level of written responses to customer tickets

? Quick troubleshooting and problem-solving abilities

? The ability to develop and maintain an expert level of knowledge of a set of products

? Experience with TeamCity; working knowledge of other CI/CD pipeline tools e.g. Jenkins, GitLab CI/CD, Travis CI and CircleCI is a plus.

? Experience working with support ticketing systems such as ZenDesk or Service Now

? Excellent organisation and interpersonal skills with the ability to play an active role within a team setting

? Experience with scripting languages (e.g., Kotlin, JavaScript, Shell scripting) and a background in developing object-oriented languages (e.g., Java, C#, TypeScript) is a plus.

? Experience with build automation tools such as Maven, Gradle, and NPM

? Working knowledge of version control repositories such as Git, SVN or Perforce

? Working knowledge of Bitbucket, GitLab, GitHub or similar

? Basic experience with Windows / Unix / Linux environment administration

? Understanding of network security, infrastructure management, and authentication methods.

Successful candidates will be measured on KPIs including:

? Percentage of tickets successfully resolved

? The time taken to triage and provide detailed and accurate responses to tickets

? Customer satisfaction against tickets assigned to you

? Feedback from internal stakeholders

? Periodic assessment of product knowledge

Job Type: Full-time

Pay: RM12,000.00 - RM14,250.00 per month

Benefits:

Flexible schedule Opportunities for promotion Professional development
Schedule:

Day shift
Language:

Mandarin (Required)
Work Location: Remote

Expected Start Date: 08/01/2025