We are looking for a Technical Support Engineer who is passionate about helping developers and enjoys digging into the technical details behind complex issues. In this role, you will support users of our IntelliJ-based IDEs (such as IntelliJ IDEA, PyCharm, WebStorm), with a strong focus on user interface functionality-but not limited to UI. You'll play a vital part in bridging the gap between end-users and product teams by triaging issues, communicating feedback, and helping resolve technical challenges across diverse environments.

Essential functions

• Respond to user requests from:
  
  • Website support forms
  • In-product feedback tools
  • Social media platforms (Twitter, etc.)
  • Community forums
• Triage issues reported via YouTrack, helping QA and engineering teams localize and prioritize them
• Reproduce and troubleshoot technical problems across multiple operating systems (Linux, macOS, Windows)
• Assist in communicating user feedback to Product Managers, Developers, and QA teams
• Proactively learn the full functionality of IntelliJ-based IDEs and stay up to date with new features
• Support community users by providing accurate and timely technical responses
• Write clear and professional responses in English

Qualifications

• At least 1 year of experience in a technical support, QA, or system administration role
• Strong IT fundamentals, with a mix of:
  
  • OS/network knowledge (TCP/IP, DNS, OSI model)
  • Experience with Linux, Windows, or macOS system administration
  • Technical troubleshooting of software environments
• Understanding of software development workflows (Java, Kotlin, Scala preferred)
• Professional interest in Integrated Development Environments (IDEs)
• Excellent written English communication skills
• Strong interpersonal skills with a genuine desire to help users and solve problems

Would be a plus

• 2+ years in a technical support role
• Familiarity with JetBrains IDEs (e.g., IntelliJ IDEA, PyCharm, WebStorm)
• Experience with Version Control Systems: Git, Mercurial, Subversion
• Background in software development or QA, especially in JVM-based languages

We offer

• 100% payroll scheme, benefits by law (IMSS, INFONAVIT, 12+ vacation days)
• Benefits above the law: Vacation premium 50%, 5 PTOs, 3 sick days, 10 guaranteed public holidays per year
• Major medical insurance, Dental and Vision plan for an employee and direct family members
• Minor Medical Insurance (Multiservicios Médicos Santander) for an employee and direct family members
• Life Insurance and funeral expenses
• 5% savings fund, uncapped (matched by the company in the end of the year)
• Grocery cards/vouchers (Vales de Despensa)
• 30 days End of the Year Bonus (Aguinaldo)
• Opportunity to work on bleeding-edge projects with a highly motivated and dedicated team all over the world
• Individual career development plan and support from the best experts
• Professional development opportunities (Linkedin Learning, Cloud certification programs, access to corporate LMS integrated with other learning platforms)
• Well-equipped office in a business area of Guadalajara (quiet room, games room, air hockey, PS5, Nintendo Switch and Xbox Series X, pool table, ping pong, snacks, smoothies, and much more)
• Corporate social events (yoga, massages, sport tournaments, discussion panels, technical talks, lunch & learns)
• Flexible working hours
• Opportunity to relocate to another country where the company's offices are present.

About us
Grid Dynamics (NASDAQ: GDYN) is a leading provider of technology consulting, platform and product engineering, AI, and advanced analytics services. Fusing technical vision with business acumen, we solve the most pressing technical challenges and enable positive business outcomes for enterprise companies undergoing business transformation. A key differentiator for Grid Dynamics is our 8 years of experience and leadership in enterprise AI , supported by profound expertise and ongoing investment in data , analytics , cloud & DevOps , application modernization and customer experience . Founded in 2006, Grid Dynamics is headquartered in Silicon Valley with offices across the Americas, Europe, and India.