Responsibilities
- Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers.
- Proactively engage with and build rapport with key customer stakeholders.
- Collaborate with our 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
- Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing.
- Collaborate effectively with Support Engineering team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart).
- Collaborate with our 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
- 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
- Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms.
- Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling.
- Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
- 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)
- 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.
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Work Arrangement
Remote (Worldwide)
Team
Structure: The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings.
Additional Information
- Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
- GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
- GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
