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

Kubernetes

Bash

Linux

Ruby

Zendesk

MVC

Ruby on Rails

Senior and Expert level

Remote in Canada, US

One DevOps platform

Open for applications

One DevOps platform

1001+ employees

B2BSaaSDevOps

Open for applications

$87.4-187.2k

+ Employee Stock Purchase Plan. Salary applicable to candidates in California, Colorado, Hawaii, New Jersey, New York, Washington, and DC only

Kubernetes

Bash

Linux

Ruby

Zendesk

MVC

Ruby on Rails

Senior and Expert level

Remote in Canada, US

1001+ employees

B2BSaaSDevOps

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.

Job

Company

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

Top investors

15% employee growth in 12 months

Glassdoor (4)

Trustpilot (1.9)

Company

Funding (last 2 of 8 rounds)

Sep 2019

$268m

SERIES E

Dec 2018

$20m

SERIES D

Total funding: $433.7m

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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