Assigned Support Engineer at GitLab

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GitLab

Build software faster. The One DevOps Platform enables your entire org to collaborate around your code. We're hiring.

Assigned Support Engineer

Support EngineerSupport EngineerFull TimeRemoteTeam 1,001-5,000Since 2014H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

121 days ago

Salary

$87.4K - $156K / year

Bachelor DegreeEnglishKubernetesLinuxRubyRuby ON Rails

Job Description

• Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers. • Proactively engage with and build rapport with key customer stakeholders. • 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 • Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing. • Collaborate effectively with Support Engineering team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart). • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

Job Requirements

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
Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms.
Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling.
Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
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)
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.