Support Engineer (EMEA)

Description Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will 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 contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. 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.

Responsibilities

• Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with our Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage.

Requirements

• Experience in managing customer-facing cases.
• Excellent Linux systems administration knowledge.
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails).
• Experience with Git and CI/CD.

Benefits

• Benefits to support your health, finances, and well-being.
• All remote, asynchronous work environment.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.

About the Company GitLab is one of the world’s largest all-remote companies with 2,000+ team members. Our values foster a culture where people embrace the belief that everyone can contribute.