Intermediate Support Engineer (AMER
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Requirements
- Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.
- Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.
- Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.
- Hands-on experience with Git and CI/CD in production or customer environments.
- Skill in writing clear, accurate support content and documentation based on real customer scenarios.
- Ability to explain complex technical topics to people with varying levels of technical expertise.
- Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers.
- Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles.
- We are a globally distributed group of Support Engineers across AMER, EMEA, and APAC who help GitLab customers keep their Self-managed and GitLab.com environments running smoothly. We own front-line technical support, working on support tickets, digging into code and logs to diagnose complex issues, and collaborating closely through pairing sessions, 1:1s, coffee chats, and Slack to stay connected while working asynchronously. We are trusted to structure our shifts in a way that supports our personal lives while ensuring customer needs are met. Thanks to GitLab’s transparency value, you can see what we are working on and how we operate on our Support Team page.
- The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Responsibilities
- Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.
- Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.
- Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.
- Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge.
- Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team.
- Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.
- Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.
Benefits
- $87,400 - $187,200 USD
- How GitLab will support you
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
- Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
- Country Hiring Guidelines:
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