[Hiring] Intermediate Support Engineer @GitLab

Role Description

This is a shift role. Working 8-hour shifts with 4 weekdays and 1 weekend day.

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.
• Diving deep into our codebase and putting together a merge request to fix a customer issue.

You’d equally be invited to:

• Contribute to the source code.
• Improve our documentation.
• Help build out more efficient support processes in our issue tracker.

Some examples of our projects:

• A tool to automatically check a GitLab Omnibus install for known issues.
• A solution to capture the state of a customer’s server for easier troubleshooting.
• A tool which turns log files into interactive tables to easily sort and filter columns.
• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com.

Qualifications

• Experience in managing customer-facing cases throughout the entire support lifecycle.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• 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.
• Understanding of different GitLab implementations and how service interruptions impact the customer.

Requirements

• 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 Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs.
• 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, providing emergency support.
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

Benefits

• 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.