# Intermediate Support Engineer

**Company:** [GitLab](https://hotfix.jobs/companies/gitlab)
**Location:** Remote
**Role:** Support Engineering
**Skills:** Linux, Ruby, Bash, Ruby on Rails, Git, CI/CD, DevOps, Kubernetes, Serverless, Zendesk, GitLab, Strace
**Posted:** 2026-08-10

> Provides technical support for Self-managed and SaaS customers by troubleshooting Linux systems, investigating logs and code, reproducing bugs, and collaborating with engineering and product teams. The role requires customer-facing case management, scripting, Git, CI/CD, and DevOps experience.

## Job Description

## 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.

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