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 to actually fix a customer issue.

That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

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 on-call coverage.
• Contribute to the source code and improve support processes.
• Participate in hiring processes by reviewing applications and assessments.
• Communicate complex technical topics to customers and coworkers.
• Participate in pairing sessions and team collaboration activities.
• Help build new features and fix bugs.

Requirements

• Experience in managing customer-facing cases throughout the support lifecycle.
• Excellent Linux systems administration knowledge.
• Ability to use scripting languages (preferably Ruby or Bash).
• Experience with Git and CI/CD.
• Expertise in writing support content.
• Ability to communicate complex topics effectively.
• Familiarity with DevOps methodologies and technologies.
• Understanding of GitLab implementations and their impact on customers.

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.