Associate Support Engineer, GitLab
EMEA
Plus Equity Compensation & Employee Stock Purchase Plan
One DevOps platform
Job no longer available
One DevOps platform
1001+ employees
Job no longer available
Plus Equity Compensation & Employee Stock Purchase Plan
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 managing customer-facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution
- Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment
- Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash
- Basic understanding of Git workflows and common source control concepts
- Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge
- Comfort collaborating with cross-functional teams such as Product, Development, Infrastructure, Customer Success, and Sales
- Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation
What the job involves
- As a Support Engineer, you’ll sit at the intersection of Support and Engineering, helping GitLab customers solve complex problems as they run GitLab in diverse, demanding environments
- You’ll dig into Linux systems, Git, logs, and our codebase to troubleshoot performance issues, reproduce tricky edge cases, and contribute merge requests that directly fix customer-impacting bugs
- You’ll also collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales to shape bug reports, influence the roadmap, and improve documentation and support processes so that every interaction makes GitLab more reliable and easier to use
- This is a highly visible, hands-on role where you’re encouraged to contribute to source code, documentation, and tooling, and where your work has a direct impact on how teams around the world build and ship software with GitLab
- Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve technical issues through Zendesk tickets, merge requests, email, and video conferencing
- Troubleshoot complex production environments by analyzing Linux systems, application logs, and GitLab configuration to identify root causes and drive durable fixes
- 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 clear, reusable documentation based on real customer interactions to improve self-service and reduce repeat issues
- Contribute to the GitLab codebase by proposing and implementing merge requests that directly resolve customer problems or improve supportability
- Improve support tooling and workflows in our issue tracker to streamline case handling, incident response, and internal collaboration
- Pair with other Support Engineers and cross-functional partners for knowledge sharing, joint troubleshooting, and continuous improvement (for example, as a Support Stable Counterpart)
- Participate in regular weekday and weekend daytime on-call rotations to provide emergency support and coordinate with the SaaS Production team on incident communications
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: $435.3m
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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