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Support Engineer

Support Engineering Roles at GitLab

Support Engineers work with Customers who use GitLab self-managed 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.

Support Engineer

Support Engineers are responsible for:

Support Engineers may focus in one of the following areas:

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 provide 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:

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:

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:

Requirements

Support Requirements:

Technical Requirements:

Other Requirements:

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 her/his 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.