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GitLabGitLabUnited States

Support Engineer

Support Engineer embedded in Engineering at GitLab. Troubleshoot complex customer issues on Self-managed and SaaS GitLab, contribute code and documentation, collaborate across teams, and participate in on-call rotations. Requires strong Linux admin, scripting, Git, and communication skills.

Salary not listed
RemoteSupport Engineering

About the role

What you’ll do

  • 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, Development, Infrastructure, Customer Success and 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) and other GitLab team members (for example: as a 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.

What you’ll bring

  • 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.

Nice-to-haves

  • Contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker
  • Examples of projects: 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 to easily sort and filter columns; A functionality to ChatOps to make it easier to identify user accounts on GitLab.com

Skills

LinuxRubyBashRuby on RailsGitCI/CDKubernetesZendeskDevOpsserverless

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