Overview
Join to apply for the Assigned Support Engineer / Senior Support Engineer (EMEA) role at GitLab.
GitLab is an open-core software company that develops an AI-powered DevSecOps platform used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create software. We value collaboration, transparency, and continuous knowledge exchange as we build technology that transforms how the world develops software.
The role embeds you within the Engineering department, where Support and Engineering meet. You will interact with customers daily as they encounter edge cases in complex environments and may contribute to code, documentation, and support processes.
What You’ll Do
* Initially support a mix of Self-managed and GitLab.com (SaaS) customers and resolve issues via Zendesk tickets, merge requests, email, and video conferencing
* Transition to working with assigned accounts, proactively understanding environments, business objectives, and challenges
* Advocate for customers by anticipating needs and delivering tailored solutions for an enhanced support experience
* Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to build features, fix bugs, and help shape product goals and roadmap
* Create and update documentation based on customer interactions
* Collaborate with Support team members and other GitLab teams (e.g., as a Support Stable Counterpart)
* Participate in regular on-call rotations (weekday and weekend, daytime as required) to provide emergency support
* Participate in hiring processes by reviewing applications and participating in interviews
What You’ll Bring
* Experience managing customer-facing cases throughout the support lifecycle, from inquiry to triage, reproduction, bug report writing, and resolution
* Experience with GitLab and CI/CD; understanding different GitLab implementations and how service interruptions impact customers
* Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
* Ability to use scripting languages (Ruby or Bash) and MVC frameworks (Ruby on Rails)
* Experience writing supportive content and communicating complex topics to varied audiences
* Familiarity with DevOps methods and technologies like Serverless and Kubernetes
About The Team
The Support team is distributed across AMER, EMEA, and APAC. Support Engineers work on tickets and help GitLab’s customers while also digging into code and logs to diagnose issues. The team emphasizes collaboration through pairing sessions, 1:1s, coffee chats, and Slack discussions. You can review our Support Team page and our company roadmap thanks to our Transparency value.
How GitLab Will Support You
* Benefits to support health, finances, and well-being
* 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
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. If you’re excited about this role, please apply and allow our recruiters to assess your application.
Country Hiring Guidelines
GitLab hires team members in countries around the world. All roles are remote, but some positions may have location-based eligibility. Our Talent Acquisition team can answer questions about location after you start the process.
Privacy and Equal Opportunity
Please review our Recruitment Privacy Policy. GitLab is proud to be an equal opportunity workplace and an affirmative action employer. Our policies are based on merit and include protections against discrimination. If you have a disability or special need, please let us know during the recruiting process.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
* Software Development
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