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Intermediate Support Engineer - Shift

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Description:

  • GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world.
  • The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.
  • This posting is for a Shift role. Working hours are from 00:00 to 08:00 UTC - Sunday to Thursday.
  • 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.
  • That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker.
  • Some examples of our projects: A tool to automatically check a GitLab Omnibus install for known issues; a solution to capture 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 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 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 (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 coordinating incident communications; Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

Requirements:

  • 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 hand off to the development team, and case resolution
  • Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
  • Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
  • Experience with Git and CI/CD
  • Expertise in writing support content
  • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
  • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
  • Understand a range of different GitLab implementations, and how service interruptions impact the customer.

Benefits:

  • Benefits to support your health, finances, and well-being
  • 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
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