Support Engineer (AMER)

Summary

GitLab is an intelligent orchestration platform for DevSecOps that helps organizations improve developer productivity, operational efficiency, security, compliance, and digital transformation. The Support Engineer supports Self-managed and GitLab.com customers, troubleshoots complex technical issues, collaborates with Product and Engineering teams, contributes code and documentation, and participates in on-call and hiring activities.

Responsibilities

• Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
• Collaborate with our [Product](https://about.gitlab.com/handbook/product/), [Development](https://about.gitlab.com/handbook/engineering/development/), [Infrastructure](https://about.gitlab.com/handbook/engineering/infrastructure/), [Customer Success](https://about.gitlab.com/handbook/customer-success/) and [Sales](https://about.gitlab.com/handbook/sales/) Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
• Create and update documentation based on customer interactions
• Collaborate with Support team members (through [Pairing Sessions](https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w)) and other GitLab team members (for example: as a [Support Stable Counterpart](https://about.gitlab.com/handbook/support/#support-stable-counterpart))
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews

Skills

• * Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and 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 level
• * Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
• * Understand a range of different GitLab implementations, and how service interruptions impact the customer

Qualifications

Must Haves

• * Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and 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 level
• * Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
• * Understand a range of different GitLab implementations, and how service interruptions impact the customer

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