Support Engineer (AMER)

GitLab is seeking a Support Engineer to join their team remotely in Canada or the United States.

As a Support Engineer at GitLab, you will be embedded within the Engineering department and operate in an environment where Support and Engineering meet. You will interact with customers daily, resolving difficult edge cases of running GitLab in complex environments.

Responsibilities:

• 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 Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs
• Create and update documentation based on customer interactions
• Participate in regular rotations for weekday and weekend on-call coverage
• Participate in hiring processes by reviewing applications and assessments, and participating in interviews

Requirements:

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

Benefits:

• Benefits to support your 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