Support Engineer (AMER)

About the Position

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The Support Engineering team at GitLab is embedded within the Engineering department, where Support and Engineering meet. You will interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. Your day might involve troubleshooting performance problems, interacting with the Product team to ensure reproducible bug reports, or collaborating with the Engineering team to fix customer issues by diving deep into our codebase.

You’ll also 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.

Responsibilities

• Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email, and video conferencing
• 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
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews

Requirements

• Experience in managing customer-facing cases throughout the entire support lifecycle
• 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)
• Experience with Git and CI/CD
• Expertise in writing support content
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
• Understand a range of different GitLab implementations, and how service interruptions impact the customer

We Offer

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

About the Team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

How GitLab Supports Full-Time Employees

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

United States Salary Range

$86,500 - $146,400 USD

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.