Intermediate Support Engineer @GitLab

Overview

As a Support Engineer at GitLab, the role involves bridging Support and Engineering to assist customers in resolving complex challenges with GitLab in diverse environments. The position plays a critical part in troubleshooting issues and improving customer experiences through collaboration across various teams.

Key Responsibilities

• Support a mix of self-managed and GitLab.com (SaaS) customers through Zendesk tickets, merge requests, email, and video calls.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals and drive fixes and new features.
• Investigate and troubleshoot issues using Linux systems, logs, and the GitLab codebase, creating merge requests as needed.
• Create and update clear documentation and support content based on customer interactions.
• Engage in pairing sessions and cross-team collaborations to solve challenging cases.
• Participate in regular on-call rotations, providing emergency support and coordinating communications with the SaaS Production team.
• Contribute to improving support processes and automation within the issue tracker.
• Participate in hiring processes by reviewing applications and conducting interviews.

Requirements

• Experience managing customer-facing technical cases from triage to resolution.
• Strong Linux systems administration knowledge (comparable to LFCE or RHCE certification).
• Ability to use scripting languages like Ruby or Bash; familiarity with MVC frameworks such as Ruby on Rails.
• Hands-on experience with Git and CI/CD in production or customer environments.
• Skill in writing clear support content and documentation.
• Ability to explain complex technical topics to various audiences.
• Familiarity with DevOps practices and technologies, including Kubernetes and Serverless.
• Openness to learning and collaborating across teams.

Benefits

• Benefits supporting health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

Location

Remote. GitLab has hiring guidelines for specific locations, and the Talent Acquisition team can provide more information.

How to Apply

Interested candidates should apply directly through GitLab's application portal.

Deadline

No specific deadline stated.