Customer Support Engineer

Stiltsoft is a B2B SaaS company trusted by over 15,000 organizations worldwide, including Fortune 500 companies. We build enterprise-ready apps for Confluence, Jira, and Bitbucket to help teams work better.

We are looking for a Customer Support Engineer to join one of our teams developing the Table Filter and Charts for Confluence app.

Table Filter and Charts is a B2B app for business analysis in Confluence.

It lets users build custom data workflows by combining our macros (filters, charts, spreadsheets, etc.). Because each user workflow is unique, most tickets in our support are unique too, not scripted.

You own each case end-to-end: from the first reply to the final answer (no support levels).

We collaborate closely with developers and PMs - your bug reports and customer insights matter.

What you’ll do:

• Handle inbound tickets (primarily written, with occasional scheduled calls)
• Guide app usage and help customers design clean, maintainable workflows
• Debug customer setups (macro order, help with SQL-queries etc.)
• Collect relevant technical details, reproduce bugs in a test environment, and communicate with developers to effectively troubleshoot the issues
• Do light manual testing to confirm fixes and follow up when fixes ship
• Update product knowledge base
• Keep an eye on customer feedback to spot recurring issues and suggest improvements to the product

You’ll fit if you:

• Like solving puzzles in other people’s data/workflows and explaining things in plain language
• Comfort with table data (Excel/Google Sheets; filters, pivots)
• Can learn new tools deeply, and understand the technical features
• Have previous customer-facing experience (support/service/success)
• Communicate in English (B2+) with customers (email, occasional calls) and Russian fluently inside the team (meetings, chats)
• Strong interpersonal and empathetic listening skills
• Stay calm with context switching and keep notes so nothing gets lost
• Have experience on a software team

Nice to have:

• Manual testing experience
• Basic SQL (or willingness to learn)
• Familiarity with the Atlassian ecosystem (Jira/Confluence/Bitbucket)
• Bonus: reading signals from the browser dev console (no deep debugging needed)

We use test assignments for this position.

What do we offer:

• Our support runs Mon–Fri, standard business hours - no night shifts
• Small, friendly product teams with a flat management structure
• Option to work both in the office and remotely. Compensation for home office equipment
• Additional vacation days
• Biannual performance review that can lead to possible salary revisions
• Investment into training and education. Additionally, we regularly host internal Community of Practice meetups, where we share our experiences
• Internal hackathons
• Medical insurance and sports activity compensation
• Corporate events
• Beyond our main focus, we actively engage in the IT community by sponsoring DevClub meetups, supporting open-source projects (WebPack, JUnit), and participating in Atlassian community events