Intermediate Support Engineer

Responsibilities

• Support Self-managed and GitLab.com (SaaS) customers and resolve issues through Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build features, fix bugs, and shape product goals, roadmaps, priorities, and strategy.
• Create and update documentation based on customer interactions.
• Collaborate with Support team members through pairing sessions and with other GitLab team members as a Support Stable Counterpart.
• Participate in weekday and weekend daytime on-call rotations, providing emergency support to Self-managed and SaaS customers or coordinating incident communications with the SaaS Production team.
• Participate in hiring by reviewing applications and assessments and conducting interviews.
• Contribute to source code, documentation, and support processes.

Requirements

• Experience managing customer-facing cases throughout the support lifecycle, from initial inquiry through triage, reproduction, bug reporting, and resolution.
• Excellent Linux systems administration knowledge equivalent to LFCE or RHCE certification.
• 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 with varying technical skill levels.
• Familiarity with DevOps methodologies and technologies such as serverless computing and Kubernetes.
• Understanding of different GitLab implementations and how service interruptions affect customers.

Compensation and Benefits

• Benefits supporting health, finances, and well-being.
• All-remote, asynchronous work environment.
• Flexible paid time off.
• Team member resource groups.
• Equity compensation and employee stock purchase plan.
• Growth and development budget.
• Parental leave.
• Home office support.