Support Engineer (AMER) - GitLab

About the Role

Support Engineering at GitLab is a unique role where Support and Engineering intersect. You will be embedded within the Engineering department, working directly with customers to solve complex technical issues while contributing to the codebase, documentation, and internal tooling.

What You’ll Do

• Customer Support: Resolve issues for Self-managed and GitLab.com (SaaS) customers via Zendesk, merge requests, email, and video conferencing.
• Cross-functional Collaboration: Work with Product, Development, Infrastructure, Customer Success, and Sales teams to fix bugs and shape product strategy.
• Technical Contribution: Dive deep into the codebase to fix customer issues, improve documentation, and build efficient support processes.
• On-call Rotation: Participate in regular weekday and weekend daytime on-call rotations for emergency support and incident coordination.
• Hiring: Participate in the hiring process by reviewing applications and conducting interviews.

What You’ll Bring

• Experience: Passion for managing the full support lifecycle, from initial inquiry to triage, reproduction, and resolution.
• Linux Expertise: Strong systems administration knowledge (LFCE or RHCE equivalent).
• Technical Skills: Proficiency in scripting languages (Ruby or Bash), MVC frameworks (Ruby on Rails), Git, and CI/CD.
• Communication: Ability to explain complex technical topics to stakeholders of varying skill levels.
• Domain Knowledge: Familiarity with DevOps methodologies, Kubernetes, and Serverless technologies.

How GitLab Supports You

• All-Remote: A truly distributed, asynchronous work environment.
• Total Rewards: Competitive salary, equity compensation, and an Employee Stock Purchase Plan.
• Well-being: Flexible Paid Time Off, parental leave, and comprehensive health benefits.
• Growth: Dedicated growth and development budget to support your career progression.
• Culture: Access to Team Member Resource Groups and a culture built on transparency and collaboration.