Senior Support Engineer

February 11

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GitLab

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GitLab is a complete DevOps platform, delivered as a single application, fundamentally changing the way Development, Security, and Ops teams collaborate and build software. From idea to production, GitLab helps teams improve cycle time from weeks to minutes, reduce development costs and time to market while increasing developer productivity.

1001 - 5000 employees

💰 Secondary Market on 2020-11

📋 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. • 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 by diving deep into our codebase and putting together a merge request to fix a customer issue. • 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.

🎯 Requirements

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution • Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer • Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge) • Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails) • Expertise in writing support content • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • All remote, asynchronous work environment • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and development budget • Parental leave • Home office support