Intermediate Support Engineer
Job description
About the role
You will troubleshoot complex issues across Self-managed and SaaS deployments while contributing code and process improvements. The position involves deep collaboration with multiple product and support teams to shape the roadmap and improve support effectiveness.
Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.
Key facts
Requirements
Holding a Bachelor's degree in a relevant technical field or equivalent practical experience. Demonstrating 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. Proven 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 documentation and explaining complex technical topics to people with varying levels of technical expertise. Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and understanding of 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.
Practical notes
This role requires eligibility to work in India and may involve travel. The team follows asynchronous workflows to support distributed collaboration. Typical interview steps
Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.
Good to know
Questions to ask
Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.
Career growth
Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.
About the company
GitLab is a complete DevSecOps platform delivered as a single application. Founded by Sid Sijbrandij and Dmitriy Zaporozhets in 2011, GitLab enables concurrent DevOps to make the software lifecycle faster. The company went public on NASDAQ in October 2021 and operates as an all-remote organization with team members in over 60 countries.
About the location
India's tech capital offers some of the fastest internet in Asia at low cost. HSR Layout and Indiranagar concentrate coworking spaces. Monsoon season (Jun-Sep) brings heavy rain but year-round temps hover around 24°C. A large English-speaking population and startup scene make networking easy.