Software Support Engineer

VirtusLab is a team of tech enthusiasts dedicated to growth, autonomy, and a friendly atmosphere. We prioritize outcomes over hours and are looking for a Senior Software Support Engineer to join our fully remote team and help us deliver exceptional technical support.

Key responsibilities

• Manage the end-to-end ticket lifecycle, including triage, investigation, and clear communication with customers.
• Perform independent root-cause analysis by examining logs, thread dumps, and source code to isolate complex issues.
• Act as a technical liaison between customers and development teams to ensure feedback shapes product improvements.
• Create and maintain knowledge base articles to improve team efficiency and document recurring workflows.
• Handle challenging customer interactions with professionalism, honesty, and a focus on resolution.

Requirements

• Over 5 years of experience in support, developer support, or QA roles, with a strong technical background in OS administration and networking.
• Advanced proficiency in supporting JVM-based applications and CLI/agent-based tooling.
• Experience troubleshooting LLM-based or agent-based products, including an understanding of tool use and context windows.
• Expertise in IntelliJ-based IDEs and a solid grasp of version control systems and Docker.
• Excellent written communication skills in English, capable of writing concise, actionable bug reports and customer replies.

What we offer

• A fully remote working environment that values trust, autonomy, and professional growth.
• Opportunities to influence product development through direct collaboration with engineering and product management teams.
• A culture that emphasizes self-development and provides the conditions necessary for high-level technical performance.