TeamCity Customer Success Engineer (Post-sales)

About the role

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. You take ownership of the technical relationships for a dedicated portfolio of strategic enterprise accounts, acting as a trusted point of contact who ensures their unique realities and feedback directly influence the evolution of TeamCity. You proactively guide these organizations through architectural decisions and operational shifts, translating their needs into actionable insights for internal product teams while maintaining a clear line of sight to Sales and product strategy. This role requires a consultant-minded partner who can operate independently across distributed teams and time zones, balancing customer expectations with internal capabilities. You will be the voice of the customer within JetBrains, ensuring that real-world usage patterns and emerging DevOps challenges are reflected in product decisions. Your work directly impacts customer retention, expansion, and the long-term roadmap of a critical CI/CD platform used by tens of thousands of organizations.

Key facts

What you'll do

Manage technical relationships for a portfolio of accounts, proactively supporting their growth and keeping them updated on product developments.

Help customers adopt TeamCity by assisting with architecture design and guiding them through technical or organizational shifts.

Hold regular discovery calls to understand how teams use the product, spot potential issues early, and suggest new features or optimizations.

Monitor customer adoption, satisfaction, and overall account health to ensure successful outcomes and renewals.

Connect with product teams to present new product ideas and evaluate their fit with your portfolio.

Handle customer escalations, balancing expectations between the internal product team and the customer.

Travel internationally approximately 20% of the time to visit customer offices or meet face to face at conferences.

Partner with Sales to facilitate account expansions by developing short-term and long-term account plans.

Maintain a detailed understanding of CI/CD pipelines, source control integrations, cloud infrastructure, and containerized deployment scenarios.

Document customer workflows and feedback to inform future product enhancements and use cases.

Collaborate with internal support and engineering teams to resolve complex technical issues impacting strategic accounts.

Identify opportunities for process optimization and advocate for best practices in software delivery and infrastructure management.

Represent JetBrains in professional settings, demonstrating deep expertise in DevOps toolchains and scalable build systems.

Act as a liaison between technical and business stakeholders to align product capabilities with enterprise requirements.

Continuously refine your knowledge of the TeamCity platform to address sophisticated customer questions and configuration challenges.

Requirements

Proven experience in technical consulting, technical customer success, solution engineering, or a similar customer-facing technical role.

Hands-on experience with DevOps practices and tooling, including CI/CD systems, source control platforms, cloud infrastructure, and containerized environments.

Proficiency with software development tools, gained through practical work in software development, QA, system administration, or release automation.

A practical understanding or hands-on exposure to AI/LLM applications within software development workflows.

Professional fluency in English, with strong verbal and written communication skills for remote and in-person presentations, product demos, and roadmap discussions.

The ability to travel internationally as required by the role.

Practical notes

This role demands a high degree of autonomy and ownership as you navigate the intricacies of enterprise software delivery. You will be responsible for maintaining a clear overview of multiple accounts, ensuring that each engagement progresses smoothly and that potential risks are identified well in advance of renewal cycles. Your ability to synthesize complex technical information into coherent narratives will be essential when presenting updates to both technical and executive audiences. You will frequently act as a bridge between the rapid pace of product development and the measured needs of enterprise customers, ensuring that new features are introduced in a way that aligns with established workflows. Success in this position hinges on your capacity to build long-term trust, demonstrate measurable value, and foster an environment of continuous improvement within your assigned accounts. You will need to be comfortable operating in a fast-moving environment where priorities can shift quickly and where independent decision-making is encouraged. The position offers the opportunity to work closely with some of the most sophisticated users of CI/CD technology, providing deep insights into how large-scale software organizations operate under the hood. Your contributions will be visible across the organization, influencing product direction and customer satisfaction metrics. This is a role for a self-starter who thrives on ownership, clear communication, and a passion for enabling engineering teams to achieve their highest potential. The international travel requirement ensures that you will have direct exposure to a diverse range of working environments and cultures, enriching both your professional perspective and your problem-solving approach. You will leave this role with a comprehensive understanding of enterprise DevOps challenges and a strong network within the global software development community.