Support Engineer (AMER) @GitLab

Overview

The Support Engineer role at GitLab involves embedding within the Engineering department to support customers using both Self-managed and GitLab.com (SaaS) platforms. The role focuses on complex technical issues while driving collaboration with various teams to enhance product features and resolve bugs.

Key Responsibilities

• Support customers via Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams on new features and bug fixes.
• Create and update documentation based on customer interactions.
• Engage in Pairing Sessions and serve as a Support Stable Counterpart.
• Participate in weekday and weekend on-call rotations to provide emergency support.
• Contribute to the hiring process by reviewing applications and participating in interviews.

Requirements

• Experience managing customer-facing cases throughout the support lifecycle.
• Excellent Linux systems administration knowledge (equivalent to LFCE or RHCE).
• Proficiency in scripting languages, preferably Ruby or Bash, and MVC frameworks like Ruby on Rails.
• Experience with Git and CI/CD processes.
• Ability to write support content and communicate technical topics effectively.
• Familiarity with DevOps methodologies, including Serverless and Kubernetes.
• Understanding of varying GitLab implementations and their customer impact.

Benefits

• Health, financial, and well-being support.
• Remote, asynchronous work environment.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and development budget.
• Parental leave.
• Home office support.

Location

Remote from Canada or the United States.

How to Apply

Interested candidates are encouraged to apply online and allow the recruiting team to assess their application.