Intermediate Support Engineer (SHIFT)

GitLab is seeking an Intermediate Support Engineer to join their remote team. As a Shift role, the engineer will work 8-hour shifts, 4 weekdays, and 1 weekend day. The successful candidate will be embedded within the Engineering department, operating in an environment where Support and Engineering meet.

Responsibilities include:

• Supporting Self-managed and GitLab.com customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing
• Collaborating with Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features, fix bugs, and define product goals
• Creating and updating documentation based on customer interactions
• Participating in regular rotations for weekday and weekend on-call coverage
• Contributing to the source code, improving documentation, and building more efficient support processes

Requirements:

• Experience in managing customer-facing cases throughout the support lifecycle
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
• Ability to use scripting languages (Ruby or Bash) and MVC frameworks (Ruby on Rails)
• Experience with Git and CI/CD
• Expertise in writing support content
• Ability to communicate complex technical topics to customers and coworkers
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes

Benefits include:

• Health, finance, and well-being support
• 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