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Support Engineering Roles at GitLab
Support Engineers work with Customers who use GitLab on-prem or in the cloud. They focus on getting bugs and feature proposals triaged and routed to the appropriate team. Support Engineers are often on the vanguard of new and interesting ways GitLab is used, deployed, and managed. Support Engineers sit at the intersection of Systems Administration, DevOps, and Customer Service.
Junior Support Engineer
Junior Support Engineers share the same responsibilities outlined below, but typically
join with less or alternate experience in one of the key areas of Support Engineering
expertise (Systems Administration skills, Ruby on Rails, Git, and customer support). For example,
a person with some experience in a web framework other than RoR, but with experience
on the other three areas would typically join as a Junior.
- Engage with our customers to triage customer issues via email and video conferencing
- Collaborate with our Product and Development Teams to build new features and get bugs fixed
- Create or update documentation based on customer interactions
- Be available for occasional weekend on-call coverage (day-time only - approximately once every three months)
- Maintain good ticket performance and satisfaction
- Keen eye for forward thinking solutions (Kubernetes, Containers, etc.)
- Clear technical knowledge and comfort explaining technical concepts to various audiences
- Excellent spoken and written English
Senior Support Engineer
Senior Support Engineers are more experienced engineers who meet the following
- Mentor Team Members on technologies and GitLab features
- Expert Debugging Skills
- Submit merge requests to resolve GitLab bugs
- Help hire and train new Support Engineers
- Drive feature requests based on customer interactions
- Process oriented: Suggest and implement improvements to the support workflow
- Contribute to one or more complementary projects
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:
- Regularly submitting merge requests for customer reported/requested GitLab bugs and feature proposals
- Working across functional groups to deliver on projects relating to customer experience and success.
- Writing in-depth documentation and clarifying community communications that share knowledge and radiate GitLab's technical strengths
- The ability to create innovative solutions that push GitLab's technical abilities ahead of the curve
- Identifying significant projects that result in substantial cost savings or revenue
- Proactively defining and solving important architectural issues based on extensive customer knowledge
- Affinity for (and experience with) providing customer support, and making customers happy
- Enjoy solving many small problems per day
- Ability to triage and resolve bugs
- Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
- Experience with support platforms (e.g. Zendesk, SalesForce.com, etc.) preferred
- Experience writing support content
- Experience managing the entire issue lifecycle, from customer, to development team, to resolution
- Ability to perform complex Linux System Administration tasks
- Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
- Experience with Git
- Experience with CI/CD
- You share our values, and work in accordance with those values
- Successful completion of a background check.
- Spoken and written English and Japanese, Korean or Mandarin for the APAC timezone
Support Engineers have the following job-family Performance Indicators.
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 her/his job title on our team page.
Additional details about our process can be found on our hiring page.
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),
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.
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, 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:
- Work with helpful, kind, motivated, and talented people.
- Work remote so you have no commute and are free to travel and move.
- Have flexible work hours so you are there for other people and free to plan
the day how you like.
- Everyone works remote, but you don't feel remote. We don't have a head
office, so you're not in a satellite office.
- Work on open source software so you can interact with a large community and
can show your work.
- Work on a product you use every day: we drink our own wine.
- Work on a product used by lots of people that care about what you do.
- As a company we contribute more than we take, most of our work is released
as the open source GitLab CE.
- Focused on results, not on long hours, so that you can have a life and
don't burn out.
- 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.