Intermediate Support Engineer
Troubleshoots complex customer issues across self-managed and SaaS GitLab environments using Linux systems, logs, code, and support tooling. The role also contributes fixes, documentation, automation, cross-functional collaboration, and on-call support.
About the job
Responsibilities
- Support a mix of self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.
- Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.
- Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.
- Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases and share knowledge.
- Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support and coordinating incident communications with the SaaS Production team.
- Improve support processes, tools, and automation within the issue tracker.
- Participate in hiring by reviewing applications and assessments and joining interviews.
Requirements
- Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.
- Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.
- Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.
- Hands-on experience with Git and CI/CD in production or customer environments.
- Skill in writing clear, accurate support content and documentation based on real customer scenarios.
- Ability to explain complex technical topics to people with varying levels of technical expertise.
- Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and with different GitLab implementations.
- Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles.
Benefits
- Flexible paid time off
- Team member resource groups
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
Skills
Linux, Ruby, Bash, Ruby on Rails, Git, CI/CD, Kubernetes, Serverless, Zendesk, Linux Systems Administration
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