Intermediate Support Engineer

GitLab
Bengaluru
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Customer focus","Problem-solving","Documentation","Communication","Collaboration"]

Serve as a Support Engineer embedded in GitLab’s Engineering team, helping self-managed and SaaS customers troubleshoot complex issues. Triage and resolve edge cases using Zendesk, email, and calls, while investigating Linux systems, logs, and the Ruby on Rails codebase to reproduce bugs and submit merge requests. Improve support documentation and issue-tracker processes, partner with cross-functional teams, and rotate on daytime on-call duties.

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FursaFursa
GitLab
GitLab
1 day ago

Intermediate Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Serve as a Support Engineer embedded in GitLab’s Engineering team, helping self-managed and SaaS customers troubleshoot complex issues. Triage and resolve edge cases using Zendesk, email, and calls, while investigating Linux systems, logs, and the Ruby on Rails codebase to reproduce bugs and submit merge requests. Improve support documentation and issue-tracker processes, partner with cross-functional teams, and rotate on daytime on-call duties.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Resolve complex issues for self-managed and GitLab.com (SaaS) customers via Zendesk tickets, merge requests, email, and video calls.
  • •Investigate and troubleshoot problems using Linux systems administration tools, logs, and the GitLab codebase, reproducing bugs when needed and creating merge requests.
  • •Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.
  • •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape goals, roadmap priorities, and customer-driven fixes.
  • •Participate in daytime on-call rotations and incident communications for self-managed and SaaS customers, coordinating with the SaaS Production team.

Pay and Benefits

Perks:Paid LeaveEquityLearning BudgetParental Leave

Key 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 Ruby on Rails MVC frameworks.
  • •Hands-on experience with Git and CI/CD in production or customer environments.
  • •Ability to write clear support content and explain complex technical topics to audiences with varying expertise.
Skills:Customer focusProblem-solvingDocumentationCommunicationCollaboration
Certifications:LFCERHCE
Tech Stack:LinuxZendeskRubyBashRuby on RailsGitCI/CDLogsMVCKubernetesServerlessChatOpsGitLab Omnibus

Company Brief

GitLab
Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn