Support Engineer (AMER)

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

This Support Engineer position is 100% remote.

The Support Engineer is a grade 6.

As a Support Engineer, you will:

• resolve customer issues via email and video conferencing.
• support a mix of Self-managed and GitLab.com (SaaS) customers.
• collaborate with our Product and Development Teams to build new features and fix bugs.
• create and update documentation based on customer interactions.
• work hard to solve customer problems while delighting them along the way.
• 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.
• work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
• continually research and learn the current and future best practices of using GitLab.
• participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
• suggest and implement improvements to Support workflows.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. You should apply if:

• you're a natural communicator and delight in using those skills to help others. 
• you love exploring new technologies and figuring things out the hard way.
• you enjoy solving many small problems per day.

• you’ve got 2+ years of experience in a support or other service-oriented customer facing role.
• within the last 5 years, you've worked at one company for at least 2 years.
• you’re experienced in writing support content.
• you’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• you have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
• you're comfortable using support platforms such as ZenDesk and Salesforce.

• you understand DevOps methodologies and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
• you’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
• you have excellent Ruby on Rails knowledge and are fluent on the Rails console, or you're proficient in working with another MVC framework (Django, Laravel or others) and will be able to pick up Rails quickly.
• you’re experienced with Git and CI/CD.
• you have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).

• you can demonstrate excellent spoken and written English.
• you have the ability to use GitLab.
• our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.

Support career progression is documented in Engineer Career Development - Support Department.

Support Engineers have the following job-family Performance Indicators.

• Customer satisfaction with Support
• Service Level Agreement
• Ticket deflection through documentation updates
  

Here are some tips for interviewing for Customer Support. 
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

• Technical assessment.
• 30-40-minute screening call with a Recruiter.
• 90-Minute Technical Interview with a member of the Support team. The Technical Interview will involve live break-fix/bug-fix scenarios as well as customer scenarios. You will need to have access to a terminal with Bash or similar. You will also need to have an SSH key pair loaded locally so you can connect to the server. Windows users must have ‘Git Bash for Windows’ installed prior to the call.
• 60-Minute Behavioral Panel Interview with a Support Engineering Manager & one other member of the team.
• 60-Minute Interview with a Senior Manager or Director of Support.
• Reference Checks.
• Successful candidates will subsequently be made an offer. Additional details about our process can be found on our hiring page.

To view the full job description and its compensation calculator, view our handbook. Candidates will have access to the compensation calculator after an initial screen conversation with a member of our recruiting team. Additional details about our process can be found on our hiring page.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.