Support engineer

We at Hyperskill (http://hyperskill.org, aka JetBrains Academy) are looking for a new teammate who will support and help our users. This role requires technical as well as soft-skills to help our learners resolve their cases.

• Communicate with learners via support tickets, site comments, specialized chats, etc.
• Deal with customers’ technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication.
• Process and report bugs and feedback from users to the engineering and product teams.
• Add and improve articles in the Knowledge Base.
• Identify and resolve technical issues with the learning content (problems and projects).

• Fluent technical US English (written).
• Strong written communication skills.
• Ability to diagnose, reproduce and troubleshoot technical issues. Experience in QA roles is a plus.
• Knowledge and experience with Python or Java.
• Positive thinking and willingness to help.
• You know what is GitHub, Reddit, Stack Overflow, and Hacker News, and have used it before.
• You have completed online courses.
• Experience with technical support / QA / technical account management is a plus.
• Learning experience on Hyperskill and/or Stepik is a plus.
• Russian language is a plus.

What we offer:

• The unique chance to change the world via education.
• Work remotely or in the office (Moscow or St. Petersburg).
• Health insurance and unlimited vacations (after probation).
• Become a part of the friendly Hyperskill team.