<div><p>GitLab is an open-core software company that develops the most comprehensive <a href="https://about.gitlab.com/solutions/devops-platform">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our <a href="https://about.gitlab.com/company/mission">mission</a> is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining whats possible in software development. Thanks to products like <a href="https://about.gitlab.com/gitlab-duo/">Duo Enterprise</a> and <a href="https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/">Duo Agent Platform</a>, customers get AI benefits at every stage of the SDLC. </p> <p>The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p></div><h4><strong>An overview of this role</strong></h4> <p>Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind-the-scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request actually to fix a customer issue. </p> <p>That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.</p> <p><br /><strong> Some examples of our projects: </strong></p> <ul> <li><a href="https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective">A tool to automatically check a GitLab Omnibus install for known issues</a></li> <li>A<a href="https://gitlab.com/gitlab-com/support/toolbox/gitlabsos"> solution to capture the state of a customer’s server</a> for easier troubleshooting</li> <li><a href="https://gitlab.com/gitlab-com/support/toolbox/sosparser">A tool which turns log files into interactive tables to easily sort and filter columns</a></li> <li>A functionality to<a href="https://docs.gitlab.com/ee/ci/chatops/"> ChatOps</a> to make it easier to identify user accounts on GitLab.com</li> </ul> <p><strong>What you’ll do  </strong></p> <ul> <li>Initially Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing</li> <li>Transition to working with assigned accounts, taking the initiative to understand their environments, business objectives, and challenges proactively</li> <li>Advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience</li> <li>Collaborate with our<a href="https://about.gitlab.com/handbook/product/"> Product</a>,<a href="https://about.gitlab.com/handbook/engineering/development/"> Development</a>,<a href="https://about.gitlab.com/handbook/engineering/infrastructure/"> Infrastructure</a>,<a href="https://about.gitlab.com/handbook/customer-success/"> Customer Success</a> and<a href="https://about.gitlab.com/handbook/sales/"> Sales</a> Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy</li> <li>Create and update documentation based on customer interactions</li> <li>Collaborate with Support team members (through<a href="https://handbook.gitlab.com/handbook/support/workflows/pairing-sessions/"> Pairing Sessions</a>) and other GitLab team members (for example: as a<a href="https://about.gitlab.com/handbook/support/#support-stable-counterpart"> Support Stable Counterpart</a>)</li> <li>Participate in regular rotations for weekday and weekend on-call coverage (daytime only as required), providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications</li> <li>Participate in our hiring processes by reviewing applications and assessments and by participating in interviews.</li> </ul> <p><strong>What you’ll bring </strong></p> <ul> <li>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 handoff to the development team, and case resolution</li> <li>Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer</li> <li>Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)</li> <li>Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)</li> <li>Expertise in writing support content </li> <li>Ability to communicate complex technical topics to customers and coworkers of varying technical skill level</li> <li>Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.</li> </ul> <h4><strong> </strong></h4> <p><strong>About the team</strong></p> <p>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<a href="https://about.gitlab.com/handbook/support/workflows/how-to-get-help.html"> solve complex problems together</a> and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. </p> <p>Thanks to our<a href="https://about.gitlab.com/company/culture/all-remote/values/#transparency"> Transparency</a> value, you can see what we are working on in our<a href="https://about.gitlab.com/handbook/support/"> Support Team</a> page. Additionally, you can see our company<a href="https://about.gitlab.com/direction/"> roadmap</a> and<a href="https://www.youtube.com/@Gitlab"> listen</a> to some of our meetings. </p> <h4><strong>How GitLab will support you</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li> <li><a href="https://about.gitlab.com/company/culture/all-remote/guide/">All remote</a>, <a href="https://about.gitlab.com/company/culture/all-remote/asynchronous/">asynchronous</a> work environment</li> <li><a href="https://about.gitlab.com/handbook/paid-time-off/">Flexible Paid Time Off</a></li> <li><a href="https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&amp;text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.">Team Member Resource Groups</a></li> <li><a href="https://about.gitlab.com/handbook/stock-options/">Equity Compensation &amp; Employee Stock Purchase Plan</a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit">Growth and development budget </a></li> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave">Parental leave</a> </li> <li><a href="https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/">Home office</a> support</li> </ul> <p><em>Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from <a href="https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups">underrepresented groups</a> are less likely to apply to a job unless they meet every single qualification. If youre excited about this role, please apply and allow our recruiters to assess your application.</em></p><div><div><div><p><em><span>The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our </span><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">benefits</a><span> and </span><a href="https://about.gitlab.com/handbook/stock-options/">equity</a><span>. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.</span></em></p></div><div>California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range</div><div><span>$87,400</span><span>—</span><span>$187,200 USD</span></div></div></div><div><hr /> <p><strong>Country Hiring Guidelines: </strong>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.  </p> <p><strong>Privacy Policy: </strong>Please review our <a href="https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/" target="_blank">Recruitment Privacy Policy.</a> Your privacy is important to us.</p> <p>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 <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy" target="_blank">GitLab’s EEO Policy</a> and <a href="https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices" target="_blank">EEO is the Law</a>. If you have a disability or special need that requires <a href="https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation" target="_blank">accommodation</a>, please let us know during the <a href="https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process" target="_blank">recruiting process</a>.</p></div>