Customer Support Specialist

Job description

Do you enjoy unraveling tricky problems, simplifying complicated choices, and helping people find clarity? If you take pride in making someone’s day easier and want to support the people building the future of software, you will fit right in. About JetBrains We create intelligent software development tools for developers and teams. More than 15 million users, over 300,000 companies, and 88 of the Fortune Global Top 100 rely on our products to solve real, complex problems. Our mission is simple: make development teams more productive and AI adoptable at scale. What you’ll do Our developer ecosystem is growing rapidly across the Americas. Licensing software across personal setups, fast-moving teams, and large organizations involves nuance, from choosing right-sized subscription models to managing smooth multi-year renewals. When customers reach out, they aren't looking for canned answers or corporate scripts – they need an authentic guide who understands their needs and removes friction. In this role, you will own customer interactions end to end across licensing, billing, and account management. Working remotely within Pacific Standard Time (9:00 am to 5:00 pm PST), you will be the trusted human touchpoint for developers and procurement specialists alike. You will collaborate directly with our sales, engineering, and product support teams to resolve edge cases, spot recurring operational friction, and influence how we refine our workflows and self-serve systems. Day to day, you will: • Help customers navigate licensing tiers, account setup, quote requests, and subscription renewals across email, phone, and ticketing systems. • Translate licensing models and company policies into straightforward, practical guidance tailored to customer goals. • Maintain clean customer records in our CRM to ensure transparent handoffs and operational clarity across regions. • Partner with engineering and sales teams to unpack complex customer inquiries and unblock time-sensitive issues. • Identify patterns in recurring customer questions and suggest concrete improvements to our support documentation and workflows. • Keep response times steady and quality high during major product releases and promotional cycles. What you’ll bring • Clear, thoughtful communication in writing and conversation, with an ability to unpack complex topics simply. • Natural curiosity about how software products and systems fit together. • Sound judgment to prioritize tasks and make grounded decisions when handling competing requests. • Comfort collaborating independently across distributed, multi-cultural teams and time zones. • A steady, solutions-oriented mindset when helping people navigate confusing or stressful issues. • A genuine commitment to quality, craft, and leaving processes better than you found them. What you’ll need • Demonstrated experience supporting customers through subscription management, order processing, billing inquiries, or account operations. • Professional fluency in English, Spanish, and Portuguese, enabling clear, empathetic support across our Americas community. • Practical experience working with ticketing systems (such as Zendesk), modern productivity suites, and CRM platforms (such as Salesforce or HubSpot). • The ability to understand and clearly explain multi-tier software licensing, subscription agreements, and purchasing workflows. What success looks like You deliver timely, accurate, and context-aware solutions that protect long-term customer trust. Rather than rushing through tickets, you resolve root causes, spot operational bottlenecks early, and help refine internal workflows so our team and our customers both move faster. Why join JetBrains? • Strong base salary. We offer competitive pay that reflects your skills and experience. • Flexible work schedule. Enjoy the freedom to work from home or from the office. • Extra time off. More days to relax, recharge, and do the things you love. • Learning and development opportunities. Access to conferences, courses, and language classes. • Relocation support. Assistance to help make your move as smoo