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Support Engineer

This Support Engineer position is 100% remote.

A brief overview

GitLab is building an open source, single application for the entire software development lifecycle—from project planning and source code management to CI/CD, monitoring, and security.

We ended 2019 with a team of 68 Support staff. Right now, we’re in a period of growth and are quickly increasing the size of the Support team in step with the number of GitLab employees which broke 1000 in 2019 as well.

At GitLab, we live and breathe open source principles. This means our entire handbook is online, and with a few clicks, you can find the details of future releases, check out our past releases, and see some of the customers you’d be supporting while working here.

Support Engineering at GitLab isn’t just a title - those who occupy this role are embedded within the Engineering department and 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 to actually fix a customer issue. That’s not all though - you’d equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow. 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.

What you can expect in a Support Engineer role at GitLab:

As a Support Engineer, you will be:

Projects you might work on:

When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:

Requirements

You should apply if:

You've got the personality;
You're a support professional;
You've got the technical acumen;
You'll be able to thrive at GitLab;

Support Engineering Areas of Focus

Support Engineers may focus in one of the following areas, so there may be some different requirements depending on where you'll be focusing.

Solutions Support Focus

Support Engineers who focus on Solutions Support primarily work with Customers who use GitLab self-managed. They focus on the hard problems of GitLab at scale: performance, architecture, and finding those weird edge cases that need to get surfaced as well-researched bug reports or notes in our documentation.

In addition to the above responsibilities, Support Engineers with this focus will:

Additional Requirements:

Application Support Focus

Support Engineers who focus on Application Support primarily work with GitLab end-users and the company level administrators who support them. They are experts at the individual features that make up the GitLab application, and make sure that their expertise translates into customer best-practice. They support a mix of self-managed and GitLab.com customers.

In addition to the above responsibilities, Support Engineers with this focus will:

Additional Requirements:

What it’s like to work here at GitLab:

The culture here at GitLab is something we’re incredibly proud of. Because GitLabbers are currently located in over 60 different countries, you’ll spend your time collaborating with kind, talented, and motivated colleagues from across the globe. Some of the benefits you’ll be entitled to vary by the region or country you’re in. However, all GitLabbers are fully remote and receive a "no ask, must tell" paid-time-off policy, where we don’t count the number of days you take off annually. You can work incredibly flexible hours, enabled by our asynchronous approach to communication. We’ll also help you set up your home office environment, pay for your membership to a co-working space, and contribute to the travel costs associated with meeting other GitLab employees across the world.

Also, every year or so, we’ll invite you to our Contribute event.

Our hiring process for this Support Engineer position typically follows five stages. The details of this process and the compensation for this role can be found in our hiring process.

How you'll grow in the role:

Senior Support Engineer

Senior Support Engineers are more experienced engineers who continue to contribute as an individual, but operate equally comfortable at the level of team-enablement. That is, they work at the team level to increase every member's ability to contribute. With the wider focus, the specializations of the Intermediate role begin to disappear.

Generally they meet the following criteria. They:

A Senior Support Engineer may be interested in exploring Support Management as an alternative at this point. See Engineering Career Development for more detail.

Staff Support Engineer

A Senior Support Engineer will be promoted to Staff Support Engineer when they have demonstrated significant leadership and impact; typically around resolving customer issues. This may involve any type of consistent "above and beyond senior level" performance, for example, a Staff Support Engineer might:

How you'll be measured

Performance Indicators

Support Engineers have the following job-family Performance Indicators.

Hiring Process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Additional details about our process can be found on our hiring page.

Compensation

Components

Compensation at GitLab consists of:

  1. Base salary
  2. Options
  3. Bonus in some functions
  4. Discretionary bonus
  5. Retirement contributions in eligible regions
  6. Pay for equipment
  7. Remote work
  8. Unlimited time off
  9. Benefits

Apply

Please note that if we are actively hiring for a position, you will see it listed on our jobs page, where all of our current openings are advertised. To apply, please click on the name of the role you are interested in, which will take you to our applicant tracking system (ATS), Greenhouse.

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. Our hiring process is described in more detail in our hiring handbook.

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 1,000 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity and inclusion, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 reasons to work for GitLab:

  1. Work with helpful, kind, motivated, and talented people.
  2. Work remote so you have no commute and are free to travel and move.
  3. Have flexible work hours so you are there for other people and free to plan the day how you like.
  4. Everyone works remote, but you don't feel remote. We don't have a head office, so you're not in a satellite office.
  5. Work on open source software so you can interact with a large community and can show your work.
  6. Work on a product you use every day: we drink our own wine.
  7. Work on a product used by lots of people that care about what you do.
  8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
  9. Focused on results, not on long hours, so that you can have a life and don't burn out.
  10. Open internal processes: know what you're getting in to and be assured we're thoughtful and effective.

See our culture page for more!

Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.