Assigned Support Engineer, GitLab
AMER
$87.4-156k
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
$87.4-156k
1001+ employees
Company mission
To make it so that everyone can contribute. When everyone can contribute, users become contributors and we greatly increase the rate of innovation.
Role
Who you are
- Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution
- Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations
- Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools
- Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers
- Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
- Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails
- Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement
- If you're excited about this role, please apply and allow our recruiters to assess your application
What the job involves
- As an Assigned Support Engineer, you’ll be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab
- You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges
- In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution and influence the roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues
- Your impact in the first year will be measured by customer trust, reduced critical incidents, and clear, reusable support content that empowers customers and GitLab teams alike
- Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant
- Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing
- Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap
- Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them
- Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently
- Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together
- Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews
Our take
GitLab is an open-source collaboration platform for developers. It enables teams to build code quickly from anywhere without compromising on security or quality. GitLab already has an estimated 30M+ users from all over the world.
According to a 2021 GitLab report, 60% of developers can release code 2x faster with DevOps platforms that bring teams together and accelerate processes. It stands out by catering to programmers of all experiences. Gitlab's version control system helps streamline the process of creating, maintaining, and deploying code, whoever you are.
GitLab was in the right place to capitalise on the recent trend toward rapid digital transformation and remote working. This trend is expected to grow, and with it, GitLab's popularity. With its successful 2021 IPO and the patronage of major brands such as Nasdaq and Jaguar Land Rover, GitLab is expected to solidify its position as the go-to platform for development teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2019
$268m
SERIES E
Dec 2018
$20m
SERIES D
Total funding: $434.8m
Company benefits
- We offer benefits to manage your health, wealth, and well-being regardless of location
- Flexibility in schedule to be there for life’s important moments
- Equity compensation & Employee Stock Purchase Plan offered
- Generous Paid Time Off
Company HQ
Financial District, San Francisco, CA
Leadership
Sid Sijbrandij
(CEO)Studied Physics at the University of Twente. Interned at P&G and IBM. Was Lead Architect at the Netherlands' Ministry of Justice from 2009 to 2012. Founded app store Comcoaster in 2008, and then co-founded GitLab in 2012.
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