Support Engineer - Weekend Coverage, AMER

February 11

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

+6 more states

🏄 California – Remote ⛰️ Colorado – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote ❄️ Minnesota – Remote ☕ Washington – Remote

💵 $75.6k - $162k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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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 genuinely 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. • Collaborate with a global customer base in order to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencing. • Collaborate with Support team members and other GitLab team members. • Participate in regular rotations for weekday and weekend on-call coverage providing support to our customers. • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

🎯 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).

🏖️ 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