Associate Support Engineer (AMER - PST / MST)

An overview of this role

Support Engineering at GitLab isn’t just a title. You’ll 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 do behind-the-scenes work as a Linux administrator, using strace on a particular process to troubleshoot performance problems. You might work with the product team to ensure that steps in a bug report are reproducible. You might work with the engineering team by diving deep into our codebase and putting together a merge request to fix a customer issue.

That’s not all, though. You’ll also be invited to contribute to the source code, improve our documentation, and help build more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute. As a member of the Support team, you won’t face barriers to using your skills to improve the experience of our users and customers.

Some examples of our projects: 

• A tool to automatically check a GitLab Omnibus install for known issues
• A solution that captures 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 ChatOps integration that makes it easier to identify user accounts on GitLab.com

What you’ll do  

• 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 (for example, as a Support Stable Counterpart).
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our self-managed and SaaS customers and working with our SaaS Production team to coordinate incident communications.

What you’ll bring 

• Experience owning customer-facing technical cases end-to-end, from initial inquiry and triage through coordination, documentation, and follow-up with engineering and product teams.
• Basic Proficiency working in Linux-based environments, including comfort with the command line and Git-based workflows.
• Familiarity with at least one scripting language (for example Ruby, Bash, Python, or similar) to automate tasks and support troubleshooting.
• Strong technical troubleshooting and problem-solving skills, using logs, metrics, and diagnostic tools to investigate, reproduce, and help resolve complex issues.
• Ability to communicate complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds.

About the team

Our Support team is distributed all over the world across AMER, EMEA, and APAC regions. We work on support tickets and help GitLab’s customers, and we also dig into the code and logs to find out why something isn’t working as expected. The collaboration here at GitLab is extraordinary and exciting. We solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help us stay connected.

Thanks to our Transparency value, you can see what we’re working on by visiting our Support team page. Additionally, you can see our company roadmap and listen to some of our meetings.