Support Engineer

Position:
Support Engineer (AMER)

Company:
GitLab

Location:
Remote, Canada; Remote, United States

Short Summary:
Support Engineering at GitLab operates at the intersection of Support and Engineering, engaging with customers to troubleshoot complex issues and improve user experience.

Responsibilities:
- Support a mix of Self-managed and GitLab.com (SaaS) customers 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.
- Create and update documentation based on customer interactions.
- Participate in regular rotations for weekday and weekend on-call coverage.
- Engage in the hiring process by reviewing applications and participating in interviews.

Requirement:
- Experience in managing customer-facing cases throughout the support lifecycle.
- 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.
- Expertise in writing support content and communicating complex technical topics.
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

Benefits:
- 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.