This position is 100% remote.
The Support Engineer is a grade 6.
As a Support Engineer, you will:
When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your life, and the lives of your coworkers, easier. Current and past support engineers have:
Support Engineers with verified US Citizenship may join the GitLab US Federal Support Team. This group works through the US Federal Support portal to collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments.
There are a number of challenges that are unique when it comes to supporting the customer environments that an engineer may encounter in the Federal space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. You can learn more about working on tickets in the US Federal Support portal here. If you look forward to the aforementioned challenges and meet the requirements for US Federal Support, apply today!
In addition to the above requirements for Global Support Engineers, you will need:
The culture here at GitLab is something we’re incredibly proud of. Because GitLab team members 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 GitLab team members are fully remote and receive GitLab's Flexible PTO policy, where there is no set limit per year on the amount of paid time off a team member can take. 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.
Support career progression is documented in Engineer Career Development - Support Department.
A Senior Support Engineer is a more experienced engineer who continues to contribute as an individual while operating with equal comfort 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.
The Senior Support Engineer is a grade 7.
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.
The Staff Support Engineer is a grade 8 and is subject to Staff+ IC Gearing Ratios. Promotion to the Staff level is based on merit and company need.
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 performance above and beyond the senior level. For example, a Staff Support Engineer might:
For more details on the engineering career ladders, please review the engineering career development handbook page.
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 their job title on our team page.
Additional details about our process can be found on our hiring page.
GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 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, inclusion and belonging, 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:
See our culture page for more!
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