Senior Support Engineer (ReSharper)

You work with the .NET stack, love diving deep into tricky technical problems, and enjoy helping developers. You want to advocate for users’ interests and improve the developer tools so many developers use daily.

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.

ReSharper enhances Visual Studio with advanced code inspections, refactorings, and navigation, while Rider and our .NET tools help developers build software across platforms. As software development evolves, especially with generative AI, our users run into complex technical challenges that require deep investigation.

This role exists to bridge the gap between our users and our product teams. You won't just answer tickets; you'll get to the root of complex bugs and help turn what you find into fixes and features. Working closely with developers, QA engineers, and marketing, you’ll take ownership of technical issues, advocate for user needs, and help keep our developer community thriving.

• Investigate and resolve complex technical issues submitted by users worldwide.
• Reproduce edge-case user scenarios and submit clear, detailed bug reports to product teams.
• Collaborate directly with developers and QA engineers to share product feedback and drive fixes.
• Create knowledge base articles, troubleshooting guides, and issues to our bug tracker to help users self-serve.
• Guide users to adopt new technologies, including generative AI tools within the development workflow.

• Curiosity to find the real cause, not just a workaround.
• Ability to explain complex ideas clearly and simply.
• Persistence when investigating edge cases from minimal data.
• A user-first mindset that actively advocates for customer needs.
• The ability to work independently while staying connected with a distributed team.
• A commitment to continuously learning and expanding your technical craft.

• Proficiency with the .NET technology stack, Microsoft Visual Studio, and Visual Studio Code.
• Ability to read, write, and debug C# applications effectively.
• Practical experience investigating, troubleshooting, and supporting commercial software applications.
• Understanding of generative AI applications within software development workflows.
• Fluency in English with strong written and verbal communication skills.
• Experience with CRM systems, bug-tracking tools, or support frameworks (Knowledge Centered Services).
• Familiarity with modern IDEs and development tools across multiple platforms.
• Experience onboarding and mentoring support engineers or handling escalated technical cases.

Success in this role means being a technical expert our users trust and a key partner to our development teams. You’ll consistently get to the root cause of complex technical issues, turning user feedback into actionable product improvements. You’ll leave our support resources better than you found them.