Associate Support Engineer

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.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education experience knowledge skills abilities of the applicant equity with other team members alignment with market data and geographic location. The base salary range does not include any bonuses equity or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$58200—$124800 USD