Intermediate Support Engineer (SHIFT)

GitLab is seeking an Intermediate Support Engineer to work remotely in the United Kingdom. As a Shift role, you will work 8-hour shifts over 4 weekdays and 1 weekend day.

In this role, you will be part of the Engineering department and collaborate with customers, Product, Development, Infrastructure, Customer Success, and Sales teams. Your responsibilities will include:

• Supporting Self-managed and GitLab.com customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing
• Collaborating with teams to build new features, fix bugs, and define product goals, roadmaps, priorities, and strategies
• Creating and updating documentation based on customer interactions
• Participating in on-call coverage and providing emergency support
• Contributing to the source code, improving documentation, and building more efficient support processes

To succeed in this role, you should have:

• 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

GitLab offers various benefits, including:

• Benefits to support health, finances, and well-being
• 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