Senior Support Engineer (AMER) - Remote

Overview

Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind-the-scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request actually to fix a customer issue.

In Short

• Support a mix of Self-managed and GitLab.com (SaaS) customers
• Transition to working with assigned accounts
• Advocate for customers and provide tailored solutions
• Collaborate with various teams to build new features and fix bugs
• Create and update documentation based on customer interactions
• Participate in on-call coverage for emergency support
• Participate in hiring processes

Requirements

• Experience in managing customer-facing cases
• Experience with GitLab and CI/CD
• Excellent Linux systems administration knowledge
• Ability to use scripting languages
• Expertise in writing support content
• Ability to communicate complex technical topics
• Familiarity with DevOps methodologies and technologies

Benefits

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support