Associate Support Engineer (AMER) - Remote

Overview

As an Associate Support Engineer at GitLab, you will be embedded within the Engineering department, interacting with customers daily to resolve complex issues related to running GitLab in various environments.

In Short

• Support a mix of Self-managed and GitLab.com (SaaS) customers.
• Resolve issues via Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage.
• Contribute to source code and improve support processes.
• Engage in pairing sessions with other team members.
• Help build new features and fix bugs.
• Communicate technical topics to varied audiences.
• Support customers throughout the entire support lifecycle.

Requirements

• Experience in managing customer-facing cases throughout the support lifecycle.
• Basic Linux systems knowledge.
• Familiarity with scripting languages (preferably Ruby or Bash).
• Understanding of Git.
• Ability to communicate technical topics effectively.

Benefits

• Health, financial, and well-being benefits.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.