Intermediate Support Engineer at GitLab

Intermediate Support Engineer at GitLab

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to boost developer productivity, enhance operational efficiency, reduce security and compliance risks, and accelerate digital transformation. Trusted by over 50 million registered users and more than 50% of the Fortune 100*, GitLab empowers teams to ship better, more secure software faster. Our team embraces AI as a core productivity multiplier, with all members expected to integrate AI into daily workflows for efficiency, innovation, and impact. GitLab offers an environment where careers accelerate, innovation flourishes, and every voice is valued, driven by our values and continuous knowledge exchange.

Overview of the Role

As a Support Engineer at GitLab, you will operate at the crucial intersection of Support and Engineering. Your primary responsibility will be assisting customers in resolving complex, real-world challenges encountered while running GitLab in diverse and demanding environments. Embedded within the Engineering department, you will directly engage with customers facing edge cases, delve into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests to fix problems at their source. You will also play a key role in improving our documentation, refining support processes within our issue tracker, and collaborating closely with Product, Development, Infrastructure, Customer Success, and Sales to ensure customer feedback directly influences our product roadmap.

In your first year, you will develop deep expertise across various GitLab implementations, enhancing our capability to maintain customer productivity on both self-managed instances and GitLab.com (SaaS). You will also contribute to creating tools and content designed to make support more efficient and effective for the entire team. Examples of potential projects include developing tools for automatically checking GitLab Omnibus installations for known issues, capturing server states for easier troubleshooting, transforming log files into interactive tables, or integrating ChatOps functionality to identify user accounts on GitLab.com.

What You Will Do

• Support a diverse customer base, including both Self-managed and GitLab.com (SaaS) users, by resolving complex technical issues through Zendesk tickets, merge requests, email, and video calls.
• Collaborate strategically with Product, Development, Infrastructure, Customer Success, and Sales teams to influence product goals, roadmap, and priorities, driving both fixes and new features.
• Investigate and troubleshoot issues using Linux systems administration tools, log analysis, and the GitLab codebase, initiating merge requests as needed to address customer problems.
• Develop and update clear, reusable documentation and support content based on actual customer interactions and identified edge cases.
• Work alongside fellow Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to resolve challenging cases and facilitate knowledge sharing.
• Participate in regular weekday and weekend on-call rotations (daytime only) to provide emergency support for Self-managed and SaaS customers, coordinating incident communications with the SaaS Production team.
• Contribute to the continuous improvement of support processes, tools, and automation within our issue tracker to enhance troubleshooting and case handling efficiency.
• Assist in the hiring process by reviewing applications and assessments, and participating in interviews to help grow the Support team.

What You Will Bring

• Proven experience in managing customer-facing technical support cases from initial contact through triage, reproduction, bug reporting, and final resolution.
• Strong knowledge of Linux systems administration, comparable to LFCE or RHCE certification levels.
• Proficiency in scripting languages such as Ruby or Bash, and practical experience with MVC frameworks like Ruby on Rails.
• Hands-on experience with Git and CI/CD methodologies in production or customer environments.
• Excellent ability to write clear and accurate support content and documentation derived from real customer scenarios.
• Demonstrated skill in explaining complex technical topics effectively to audiences with varying levels of technical expertise.
• Familiarity with DevOps practices and technologies, including Kubernetes and Serverless, and an understanding of how different GitLab implementations impact customers.
• A proactive learning mindset, willingness to collaborate across teams, and the ability to apply transferable skills from related technical support or engineering roles.

About the Team

We are a globally distributed team of Support Engineers located across AMER, EMEA, and APAC regions. Our mission is to ensure GitLab customers experience smooth operations on both their Self-managed and GitLab.com environments. We manage front-line technical support, handle support tickets, dive into code and logs for complex issue diagnosis, and foster close collaboration through pairing sessions, 1:1s, coffee chats, and Slack to maintain strong connections while working asynchronously. We are entrusted with the flexibility to structure our shifts to support personal lives while consistently meeting customer needs. Our transparency allows you to explore our work and operations on the GitLab Support Team page.

How GitLab Supports Full-Time Employees

• Comprehensive benefits package to support health, finances, and overall well-being.
• Flexible Paid Time Off.
• Access to Team Member Resource Groups.
• Equity Compensation and Employee Stock Purchase Plan.
• Growth and Development Fund for continuous learning.
• Paid Parental Leave.

We encourage candidates with varying levels of experience to apply, as many successful candidates do not meet every single requirement. Studies indicate that individuals from underrepresented groups may hesitate to apply unless they meet every qualification; if this role excites you, please apply and allow our recruiters to assess your application. GitLab hires new team members globally for remote roles, though some may have specific location-based eligibility requirements. Our Talent Acquisition team can address location-related questions during the recruiting process. We value your privacy; please review our Recruitment Privacy Policy. GitLab is an equal opportunity and affirmative action employer, committed to merit-based practices without regard to race, color, religion, ancestry, sex, national origin, age, citizenship, marital status, disability, genetic information, military status, or any other legally protected basis. Discrimination or harassment based on these characteristics will not be tolerated. Accommodations for disabilities or special needs during the recruiting process are available upon request.