TeamCity Customer Success Engineer (Post Sales)

<p>You understand how complex software delivery can get, and you know how to help engineering teams navigate that complexity. You are a technical advisor who listens closely, speaks clearly, and enjoys helping others solve real infrastructure and workflow challenges.</p> <h4>About JetBrains</h4> <p>We create intelligent software development tools for developers and teams. More than 15 million users, over 300,000 organizations, and 88 of the Fortune Global Top 100 companies rely on our products to solve real, complex problems. Our mission is simple: make development teams more productive and AI adoptable at scale.</p> <h4>What you’ll do</h4> <p>TeamCity is our powerful CI/CD solution, trusted by teams of all sizes to build, test, and deliver software reliably. As our user base grows and enterprise pipelines become more complex, our customers face evolving technical and architectural choices. We need someone who can step in as a trusted technical point of contact to ensure these teams get maximum value from TeamCity, overcome structural bottlenecks, and scale their infrastructure smoothly.</p> <p>In this role, you will bridge the gap between our users and our internal product teams. You will own the technical relationships for a dedicated portfolio of accounts, ensuring their technical realities and feedback directly shape how we develop TeamCity. You will collaborate closely with Sales to map out long-term account plans, help product teams validate new ideas directly with users, and work independently within a highly distributed global team.</p> <p><strong>Day to day, you will:</strong></p> <ul> <li>Manage technical relationships for a portfolio of accounts, proactively supporting their growth and keeping them updated on product developments.</li> <li>Help customers adopt TeamCity by assisting with architecture design and guiding them through technical or organizational shifts.</li> <li>Hold regular discovery calls to understand how teams use the product, spot potential issues early, and suggest new features or optimizations.</li> <li>Monitor customer adoption, satisfaction, and overall account health to ensure successful outcomes and renewals.</li> <li>Connect with product teams to present new product ideas and evaluate their fit with your portfolio.</li> <li>Handle customer escalations, balancing expectations between the internal product team and the customer.</li> <li>Travel internationally approximately 20% of the time to visit customer offices or meet face to face at conferences.</li> <li>Partner with Sales to facilitate account expansions by developing short-term and long-term account plans.</li> </ul> <h4>What you’ll bring</h4> <ul> <li>An empathetic, consultant-minded approach to solving technical and business probl