Intermediate Support Engineer - GitLab

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. With over 50 million registered users and more than 50% of the Fortune 100 trusting GitLab, we ship better, more secure software faster.

We embrace AI as a core productivity multiplier, expecting all team members to incorporate AI into their daily workflows. GitLab fosters a high-performance culture driven by our values and continuous knowledge exchange, where careers accelerate, innovation flourishes, and every voice is valued.

An Overview of this Role

This is a shift role, working 8-hour shifts with 4 weekdays and 1 weekend day.

Support Engineering at GitLab is deeply embedded within the Engineering department. You will interact with customers daily, troubleshooting difficult edge cases in complex environments. Your day might involve Linux administration tasks like performance troubleshooting with strace, collaborating with the Product team on bug reproducibility, or diving into our codebase to create merge requests for customer issues.

You are also invited to contribute to the source code, improve documentation, and build more efficient support processes. We believe everyone can contribute, and as a support team member, you have no barriers to improving the user and customer experience.

Examples of our projects include:

• A tool to automatically check a GitLab Omnibus install for known issues.
• A solution to capture the state of a customer’s server for easier troubleshooting.
• A tool which turns log files into interactive tables for easy sorting and filtering.
• ChatOps functionality to identify user accounts on GitLab.com.

What You'll Do

• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features, fix bugs, and define product goals, roadmap, priorities, and strategy.
• Create and update documentation based on customer interactions.
• Collaborate with Support team members through pairing sessions and other GitLab team members as a Support Stable Counterpart.
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support or coordinating incident communications with our SaaS Production team.
• Participate in our hiring processes by reviewing applications, assessments, and conducting interviews.

What You'll Bring

• Experience and passion for managing customer-facing cases throughout the entire support lifecycle: from initial inquiry, triage, reproduction, writing bug reports for development hand-off, to case resolution.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).
• Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
• Experience with Git and CI/CD.
• Expertise in writing support content.
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
• Understanding of a range of different GitLab implementations and how service interruptions impact the customer.

About the Team

The Support team is globally distributed across AMER, EMEA, and APAC regions. Support Engineers work on tickets, help customers, and also dig into code and logs to diagnose issues. Collaboration is key, with team members solving complex problems together, participating in regular pairing sessions, 1:1s, coffee chats, and Slack conversations. Team members have the flexibility to structure their shifts to suit their private life while ensuring customer issues are addressed.

Thanks to our Transparency value, you can explore our Support Team page, company roadmap, and even listen to some of our meetings.

How GitLab Will Support You

GitLab is an all-remote, asynchronous work environment. We offer:

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

We welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. We encourage applications from individuals from underrepresented groups, even if they don't meet every qualification.

Additional Information

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. Our policies and practices are based solely on merit, regardless of race, color, religion, ancestry, sex, national origin, age, citizenship, marital status, mental or physical disability, genetic information, military discharge status, protected veteran status, or any other basis protected by law. We will not tolerate discrimination or harassment based on any of these characteristics. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.