Intermediate Support Engineer, GitLab
AMER
$87.4-187.2k
+ Equity and ESPP
One DevOps platform
Be an early applicant
One DevOps platform
1001+ employees
Be an early applicant
$87.4-187.2k
+ Equity and ESPP
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 technical cases from first contact through triage, reproduction, bug reporting, and resolution
- Strong Linux systems administration knowledge comparable to LFCE or RHCE certification
- Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails
- Hands-on experience with Git and CI/CD in production or customer environments
- Skill in writing clear, accurate support content and documentation based on real customer scenarios
- Ability to explain complex technical topics to people with varying levels of technical expertise
- Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers
- Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement
What the job involves
- As a Support Engineer at GitLab, you’ll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges running GitLab in diverse and demanding environments
- You’ll be embedded in the Engineering department, working directly with customers as they hit edge cases, digging into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source
- You’ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so that customer feedback directly shapes our roadmap
- In your first year, you’ll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed and GitLab.com (SaaS), and help create tools and content that make support more efficient and effective for the entire team
- Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features
- Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems
- Create and update clear, reusable documentation and support content based on real customer interactions and edge cases
- Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge
- Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team
- Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient
- Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team
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: $435m
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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