Introduction to GitLab and Our Mission
At GitLab, we're passionate about empowering organizations to deliver software faster and more efficiently. As one of the world's largest all-remote companies with over 2,000 team members, we foster a culture where everyone can contribute and make a meaningful impact. Our DevSecOps platform is used by over 100,000 organizations, and we're committed to helping them achieve their goals through innovative solutions and exceptional support.
About the Role: Support Engineer
We're looking for an experienced Support Engineer to join our team in the AMER region. As a Support Engineer at GitLab, you'll be embedded within our Engineering department and will work closely with customers, engineers, and other stakeholders to resolve complex issues and improve our products. This is a unique opportunity to work on a wide range of projects, from troubleshooting performance problems to contributing to the development of new features and tools.
Key Responsibilities
- 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, fix bugs, and define product goals and roadmaps
- Create and update documentation based on customer interactions to improve our knowledge base and reduce support queries
- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our self-managed and SaaS customers
- Collaborate with Support team members through pairing sessions and other GitLab team members to share knowledge and best practices
- Participate in our hiring processes by reviewing applications, assessments, and interviews to help us build a talented and diverse team
Essential Qualifications
- Experience in managing customer-facing cases throughout the entire support lifecycle, from initial inquiry to resolution
- Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
- Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails)
- Experience with Git and CI/CD pipelines
- Expertise in writing support content and communicating complex technical topics to customers and coworkers
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
Preferred Qualifications
- Experience working in a remote or distributed team environment
- Knowledge of GitLab's products and services, including GitLab.com and self-managed installations
- Experience with Zendesk, Jira, or other support ticketing systems
- Ability to speak multiple languages (optional but desirable)
Skills and Competencies
To be successful in this role, you'll need to possess a unique combination of technical, business, and interpersonal skills. These include:
- Strong technical skills, including Linux systems administration, scripting, and programming
- Excellent communication and interpersonal skills, with the ability to work with customers, engineers, and other stakeholders
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues and identify root causes
- Ability to work independently and as part of a distributed team, with a strong sense of self-motivation and discipline
- Strong attention to detail and ability to maintain high-quality documentation and support content
Career Growth and Development
At GitLab, we're committed to helping our team members grow and develop their careers. As a Support Engineer, you'll have access to a wide range of training and development opportunities, including:
- Professional development budget to support your ongoing learning and growth
- Opportunities to contribute to open-source projects and participate in industry conferences and events
- Mentorship and coaching from experienced engineers and support professionals
- Clear career progression paths and opportunities for advancement within the company
Work Environment and Company Culture
At GitLab, we're proud of our unique and inclusive company culture. As a remote-only company, we offer a flexible and autonomous work environment that allows you to work from anywhere in the world. Our values include:
- Transparency: We believe in being open and honest in all our interactions, including our code, our decisions, and our communications
- Collaboration: We believe in working together as a team to achieve our goals and support each other's success
- Results: We believe in delivering high-quality results and continuously improving our products and services
- Efficiency: We believe in working efficiently and effectively, with a focus on automation and streamlining our processes
- Freedom: We believe in giving our team members the freedom to work remotely and make their own decisions about how to manage their time and workload
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $1-$1 USD per year, depending on your location and experience. Our benefits include:
- Flexible paid time off and parental leave
- Team Member Resource Groups and employee networking opportunities
- Equity compensation and employee stock purchase plan
- Home office support and equipment allowance
- Access to a wide range of training and development opportunities
Conclusion
If you're a motivated and experienced support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Support Engineer at GitLab, you'll have the chance to work on a wide range of projects, collaborate with a talented and diverse team, and contribute to the success of our customers and our company. Don't miss out on this opportunity to join a thriving and innovative company and take your career to the next level.
Ready to Apply?
If you're ready to apply, please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you and explore how you can contribute to our team's success.
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