Support Engineer (AMER) at GitLab

Role Overview

Support Engineering at GitLab is an opportunity to be embedded within the Engineering department, operating at the intersection of Support and Engineering. You will interact with customers daily to resolve complex edge cases encountered while running GitLab in intricate environments.

Your daily tasks might involve behind the scenes work akin to a Linux administrator troubleshooting performance using tools like strace, coordinating with the Product team to verify steps in bug reports, or collaborating directly with the Engineering team by diving into the codebase to submit merge requests that fix customer issues. Furthermore, you will be encouraged to contribute to source code, improve existing documentation, and develop more efficient support processes within the issue tracker. We foster an environment where everyone can contribute to improving the user and customer experience.

Key Projects

• Developing a tool to automatically check a GitLab Omnibus install for known issues.
• Creating a solution to capture the state of a customer's server to streamline troubleshooting.
• Building a tool that transforms log files into interactive tables for easy sorting and filtering.
• Implementing ChatOps functionality to simplify user account identification on GitLab.com.

What You Will Do

• Provide support to both Self-managed and GitLab.com (SaaS) customers, resolving issues through Zendesk tickets, merge requests, email, and video conferencing.
• Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to build new features, fix bugs, and define product goals, roadmaps, priorities, and strategy.
• Develop and update technical documentation based on direct customer interactions.
• Collaborate with fellow Support team members through Pairing Sessions and with other GitLab personnel (such as a Support Stable Counterpart).
• Participate in regular on-call rotations during weekdays and weekends (daytime only), offering emergency support to Self-managed and SaaS customers, or assisting the SaaS Production team with incident communications.
• Contribute to hiring by reviewing applications and assessments, and participating in interviews.

What You Should Bring

• Proven experience and a genuine passion for managing customer-facing cases throughout the entire support lifecycle, from initial inquiry to triage, reproduction, bug reporting for development handoff, and final case resolution.
• Expert knowledge of Linux systems administration (equivalent knowledge of LFCE or RHCE).
• Proficiency in scripting languages, preferably Ruby or Bash, and familiarity with MVC frameworks, particularly Ruby on Rails.
• Experience working with Git and Continuous Integration/Continuous Deployment (CI/CD) practices.
• Expertise in producing high-quality support documentation.
• The ability to articulate complex technical subjects clearly to both technical and non-technical audiences.
• Familiarity with DevOps methodologies and technologies such as Serverless and Kubernetes.
• Understanding of various GitLab implementations and the impact of service interruptions on customers.

About the Team

The Support team operates globally across AMER, EMEA, and APAC regions. Support Engineers are deeply involved in customer ticket resolution, but they also delve into code and logs to diagnose underlying issues. Collaboration is a cornerstone of our culture; Engineers solve complex problems together through pairing sessions, one-on-one meetings, coffee chats, and Slack discussions. We empower team members to structure their shifts to best suit their personal lives while ensuring we meet customer needs.

How GitLab Supports You

Health and Finances:

• 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.

Compensation:

The base salary range for this role, for residents of the United States, is currently listed as $86,500 - $146,400 USD. This range is intended to reflect the base salary rate in locations throughout the US. Grade level and salary ranges are determined after interviews and a comprehensive review of your education, experience, knowledge, skills, abilities, equity within the team, alignment with market data, and geographic location. The base salary range excludes any bonuses, equity, or benefits. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

Hiring Guidelines

GitLab hires globally. While all our roles are remote, some positions may have specific location-based eligibility requirements. Our Talent Acquisition team is available to help clarify location requirements after the recruiting process begins.