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- Support Engineer
The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.
We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.
- Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
- Triage customer issues, debug, and find workarounds if possible
- Communicate via email and video conferencing with potential and current clients
- Prepare and provide customer training, and make the training materials widely available
- Improve GitLab through customer interaction
- Submit and comment on bug reports and feature requests based on customer interactions
- Create or update documentation based on customer interactions
- Engage with the development team to escalate bugs, solve problems, or obtain missing information
- Participate in the on-call rotation to provide 24/7 emergency customer response
- Ensure the knowledge we gain from running GitLab.com is shared with customers and users
- Maintain good ticket performance and satisfaction
- Meet or exceed SLA times consistently
- Reliably respond to on-call emergencies
More information can be found on the support page in the handbook.
Junior Support Engineers share the same responsibilities outlined above, but typically join with less or alternate experience in one of the key areas of Support Engineering expertise (SysAdmin skills, Ruby on Rails, Git, and customer support). For example, a person with extensive experience in a web framework other than RoR, but with experience on the other three areas would typically join as a Junior.
Senior Support Engineers are more experienced engineers who meet the following criteria:
- Technical Skills
- Can solve most support tickets in a reasonable time without escalating to development
- Expert in most advanced topics (e.g. LDAP, Jenkins/CI integration, Geo)
- Deep understanding of GitLab internals and a variety of possible configurations
- Debug challenging problems
- Submit merge requests to resolve GitLab bugs
- Help hire and train new Support Engineers
- Become a go-to person for the other Support Engineers when they face tough challenges
- Take ownership of improving documentation
- Lead by example in terms of solving a customer issue, updating documentation as a result, and then radiating this knowledge through documentation. As a guide, tech overview, or tutorial.
- Drive feature requests based on customer interactions
- Suggest and implement improvements to the support workflow
- Contribute to one or more complementary projects
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
As the Support Lead, you will take overall responsibility for making sure that GitLab's customers receive an excellent support experience. This involves leading from within, jumping in on tickets when needed but spending the majority of your time determining and implementing the best strategies to measure and improve team performance, and interface with Sales, Customer Success, Development, and the rest of the GitLab team.
The majority of our current customer base is in the Americas, and the Support Lead will be expected to respond to (or coordinate the team to respond to) sometimes unpredictable customer requests.
The Support Lead is fully capable and excited to step into the role of a Support Engineer when needed.
- Build and lead the team of Support Engineers by actively seeking and hiring globally distributed talent
- Lead team meetings, conduct 1:1's, and continuously improve the onboarding and training process / experience.
- Develop and implement data-driven tactics to deliver on the strategic goals for Support, as set out on the overall team's strategy page as well as outlined in the direction for Support.
- Develop and use various analytics to review the Support Engineering team performance - from individual to group - and adjust processes or provide mentorship as needed to improve performance and enjoyment.
- Organize and maintain the on-call schedule for customer emergencies.
- Construct and monitor metrics to maintain customer and user SLA's, and customer experience.
- Ensure that creation and maintenance of documentation, training materials, and other references are a natural part of the Support Engineering workflow.
- Handle the interfaces between the Support organization and Sales, Development, Customer Success, and the rest of the GitLab team.
- 5 years or more experience in Support in a leadership role
- Vast experience with Zendesk, and its features around Insights, integrations with SalesForce, etc.
- Above average knowledge of Unix and Unix based Operating Systems
- A customer scenario interview is part of the hiring process for this position.