Senior Support Engineer, GitLab
AMER
$87.4-187.2k
+ Employee Stock Purchase Plan. Salary applicable to candidates in California, Colorado, Hawaii, New Jersey, New York, Washington, and DC only
One DevOps platform
Posted today
One DevOps platform
1001+ employees
Posted today
$87.4-187.2k
+ Employee Stock Purchase Plan. Salary applicable to candidates in California, Colorado, Hawaii, New Jersey, New York, Washington, and DC only
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
- 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 handoff to the development team, and case resolution
- 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
What the job involves
- 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 actually to fix a customer issue
- That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker
- We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers
- Initially Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
- Transition to working with assigned accounts, taking the initiative to understand their environments, business objectives, and challenges proactively
- Advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience
- 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
- Create and update documentation based on customer interactions
- Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
- Participate in regular rotations for weekday and weekend on-call coverage (daytime only as required), providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications
- Participate in our hiring processes by reviewing applications and assessments and by participating in 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 capitalize on the recent trend toward rapid digital transformation and remote working. This trend is expected to continue 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
Some candidates hear
back within 2 weeks
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: $432.8m
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 values
- Collaboration - We prioritize things that help us work together effectively, such as assuming positive intent, saying “thanks” and “sorry,” and giving timely feedback.
- Results - We operate with a sense of urgency and bias for action, and we do what we promise — to each other, customers, users, and investors.
- Efficiency - From choosing boring solutions to documenting everything and being managers of one, we strive to make fast progress on the right things.
- Diversity, Inclusion, & Belonging - We work to ensure GitLab is a place where people from every background and circumstance feel like they belong and can thrive.
- Iteration - We aim to do the smallest viable and valuable thing, and get it out quickly for feedback.
- Transparency - Everything we do is public by default, from our company handbook to the issue trackers for our product.
Company HQ
Financial District, San Francisco, CA
Articles
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.
Diversity, Equity & Inclusion at GitLab
- Diversity, Inclusion, & Belonging is woven into our values and everything we do
- GitLab is home to many dedicated Team Member Resource Groups
- GitLab is a global, multi-cultural organization with team members all over the world
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