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Job description
About GitLab and Role Overview
GitLab is a cutting-edge DevSecOps orchestration platform trusted by over 50 million users and many top Fortune 100 companies to enhance developer productivity, operational efficiency, security, and speed of software delivery. The company embraces AI-driven work processes and fosters a culture where every team member can innovate and grow.
This role involves working 8-hour shifts, including four weekdays and one weekend day. As a Support Engineer embedded in the Engineering department, you will directly assist customers running GitLab in complex environments by troubleshooting technical issues, collaborating with product and engineering teams, and contributing code, documentation, and support processes.
Key Responsibilities
- Deliver support to both self-managed and SaaS (GitLab.com) customers through various channels including ticketing systems, email, and video calls.
- Work cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams to address bugs, develop features, and help define product strategy.
- Create and maintain clear documentation derived from customer interactions.
- Collaborate with team members in pairing sessions and provide support backup as a Support Stable Counterpart.
- Participate in regular on-call rotations during weekdays and weekends to provide emergency support and coordinate communications for service incidents.
- Contribute to recruitment efforts by reviewing applications and participating in interviews.
Required Skills and Qualifications
- Proven experience handling customer-facing technical cases across the full support lifecycle, from inquiry through to resolution and bug reporting.
- Strong Linux systems administration capabilities equivalent to LFCE or RHCE level.
- Proficiency with scripting languages, ideally Ruby or Bash, and familiarity with MVC frameworks like Ruby on Rails.
- Experience using Git and CI/CD pipelines.
- Skilled in authoring clear and effective support documentation.
- Adept at communicating complex technical details to a varied audience of customers and colleagues.
- Knowledge of DevOps practices and technologies such as Serverless and Kubernetes.
- Understanding of different GitLab deployment types and the impact of service disruptions on customers.
About the Team and Work Culture
The globally distributed Support team operates across multiple regions, with a collaborative culture emphasizing teamwork through pairing, code investigation, and open communication. Shift schedules are flexible to accommodate personal needs while ensuring prompt customer service.
Benefits and Inclusion
- Comprehensive health, financial, and wellness benefits.
- Fully remote and asynchronous work environment.
- Flexible Paid Time Off and parental leave.
- Employee stock purchase plans and equity compensation.
- Budget for professional development and home office support.
- Active Team Member Resource Groups fostering inclusive culture.
Additional Information
GitLab is an equal opportunity employer committed to merit-based employment and non-discrimination. Candidates from all backgrounds, including those who may not meet every qualification, are encouraged to apply. Location-based eligibility requirements may apply depending on the country of hire. Privacy policies and accommodations are supported throughout the hiring process.