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Intermediate Support Engineer (AMER) at Gitlab
GitlabRemote, Canada; Remote, Chile; Remote, Costa Rica; Remote, Mexico; Remote, US·5d ago
Mid LevelFull-timeRustRailsKubernetesCI/CDGitAI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Engineer to join our team at GitLab, where you'll help customers solve complex challenges running GitLab in diverse environments. This role sits at the intersection of Support and Engineering, requiring you to troubleshoot issues, contribute to code fixes, and improve documentation.
Key Responsibilities
- →Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
- →Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities.
- →Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase.
- →Create and update clear, reusable documentation and support content based on real customer interactions.
- →Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases.
- →Participate in regular weekday and weekend on-call rotations, providing emergency support for customers.
- →Contribute to improving support processes, tools, and automation within our issue tracker.
- →Participate in hiring by reviewing applications and assessments to help grow the Support team.
Requirements
- ✓Experience managing customer-facing technical cases from first contact through resolution.
- ✓Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.
- ✓Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks like Ruby on Rails.
- ✓Hands-on experience with Git and CI/CD in production or customer environments.
- ✓Skill in writing clear, accurate support content and documentation.
- ✓Ability to explain complex technical topics to people with varying levels of technical expertise.
- ✓Familiarity with DevOps practices and technologies such as Kubernetes and Serverless.
