Support Engineer (AMER)

Overview of this role

Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.

Example 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
• Functionality in ChatOps to make it easier to identify user accounts on GitLab.com

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, fix bugs, and define product roadmap priorities.
• Create and update documentation based on customer interactions.
• Collaborate with Support team members through pairing sessions and serve as a Support Stable Counterpart.
• Participate in regular daytime on-call rotations for weekday and weekend emergency support and coordinate incident communications.
• Participate in our hiring processes by reviewing applications, assessments, and conducting interviews.

What you’ll bring

• Experience managing customer-facing cases throughout the entire support lifecycle (triage, reproduction, bug reports, and resolution).
• Strong 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 levels.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
• Understanding of GitLab implementations and the impact of service interruptions.