Support Engineer - US Federal

September 28

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GitLab

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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. •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. •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. •The US Federal Support team collaborates with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their GitLab environments.

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 hand off to the development team, and case resolution •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) •Experience with Git and CI/CD •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 Openshift and Kubernetes •Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc) •US Citizen, living and working in the United States, willing and able to achieve US federal security clearance if needed

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