Support Engineering at GitLab isn’t just a title - you will 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.
Remote
Entry level/graduate
Software Engineering
Gitlab Associate Support Engineer Summary:
- Category: jobs
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, or working with our SaaS Production team to coordinate incident communications
What you’ll bring
- Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution
- Basic Linux systems knowledge
- Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash)
- Basic understanding of Git
- Ability to communicate technical topics to customers and coworkers of varying technical skill level