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Support Engineer (AMER)

2 months, 1 week ago
United States, Canada
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Bash CI/CD Git GitLab Kubernetes Linux Ruby Ruby on Rails Serverless
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 31

Description

  • Support self-managed and GitLab.com customers through Zendesk tickets, merge requests, email, and video conferencing.
  • Troubleshoot complex customer issues across Linux systems, logs, code, and production environments.
  • Reproduce bugs, write bug reports, and hand issues off to the Development team for resolution.
  • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on features, bugs, roadmap, priorities, and strategy.
  • Create and update documentation based on customer interactions and support findings.
  • Contribute code and merge requests to fix customer issues and improve support tooling.
  • Participate in weekday and weekend daytime on-call rotations for emergency support and incident communications.
  • Work with other Support team members through pairing sessions and cross-functional collaboration.
  • Participate in hiring by reviewing applications, assessments, and interviews.
  • Help improve support processes and efficiency within the issue tracker.

Requirements

  • Experience managing customer-facing cases through the full support lifecycle from inquiry to triage, reproduction, and resolution.
  • Excellent Linux systems administration knowledge, equivalent to LFCE or RHCE.
  • Ability to use scripting languages, preferably Ruby or Bash.
  • Experience with 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 with varying technical skill levels.
  • Familiarity with DevOps methodologies and technologies such as Serverless and Kubernetes.
  • Understanding of different GitLab implementations and how service interruptions affect customers.
  • Interest from candidates with varying levels of experience is welcome; many successful candidates may not meet every requirement.

Benefits

  • Benefits to support health, finances, and well-being.
  • All-remote, asynchronous work environment.
  • Flexible Paid Time Off.
  • Team Member Resource Groups.
  • Equity compensation and an Employee Stock Purchase Plan.
  • Growth and development budget/fund.
  • Parental leave.
  • Home office support.

Interested in this position?

Apply directly on the company website

Apply Now

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