Support Engineer (AMER)

About the role

This role places you at the intersection of customer issues and product development within the Engineering department. You will directly assist users facing complex challenges with GitLab in diverse environments. Your day-to-day will involve technical troubleshooting, collaborating with product and engineering teams, and potentially contributing code fixes.

Key facts

What you'll do

• Address customer inquiries and resolve issues for both self-managed and GitLab.com users through various channels including tickets, code contributions, email, and video calls.
• Work with Product, Development, Infrastructure, Customer Success, and Sales teams to enhance features, resolve bugs, and influence product direction and strategy.
• Develop and update documentation based on customer interactions and technical findings.
• Engage in collaborative problem-solving with fellow Support Engineers through pairing sessions and act as a Support Stable Counterpart for other teams.
• Participate in on-call rotations for weekday and weekend emergency support, and assist with incident communication.
• Contribute to the hiring process by reviewing applications, assessments, and conducting interviews.

Requirements

• Demonstrated experience in managing customer-facing issues from initial contact through resolution, including bug reporting and technical problem-solving.
• Strong proficiency in Linux systems administration, equivalent to LFCE or RHCE certification.
• Ability to write scripts in languages like Ruby or Bash, and familiarity with MVC frameworks, particularly Ruby on Rails.
• Experience with Git and CI/CD pipelines.
• Skill in creating and maintaining technical support documentation.
• Capacity to explain intricate technical concepts to audiences with varying levels of technical understanding.
• Familiarity with DevOps principles and technologies such as Serverless and Kubernetes.
• Understanding of different GitLab deployment models and the impact of service disruptions on customers.

Nice to have

• Experience contributing to open-source projects.
• Familiarity with troubleshooting performance issues using tools like strace.
• Experience with ChatOps functionalities.

Skills & tools

• Linux Systems Administration
• Ruby
• Bash
• Ruby on Rails
• Git
• CI/CD
• DevOps Methodologies
• Serverless
• Kubernetes
• Zendesk
• Merge Requests

Practical notes

• GitLab is a fully remote company with an asynchronous work environment.
• Benefits include health, financial, and well-being support, flexible paid time off, equity compensation, employee stock purchase plan, growth and development budget, parental leave, and home office support.
• We encourage applications from candidates with diverse experience levels; not all requirements must be met.