Intermediate Support Engineer (SHIFT)

GitLab
United Kingdom
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Communication","Troubleshooting","Documentation","Collaboration","Problem-solving"]

Work shift-based support for both self-managed and GitLab.com (SaaS) customers, resolving issues through Zendesk tickets, merge requests, email, and video conferencing. Triage, reproduce, and document edge cases while collaborating with Product, Development, Infrastructure, Customer Success, and Sales. Deep-dive into Linux systems and the codebase to identify root causes, build more efficient support processes, and support on-call incident communications.

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FursaFursa
GitLab
GitLab
1 day ago

Intermediate Support Engineer (SHIFT)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Work shift-based support for both self-managed and GitLab.com (SaaS) customers, resolving issues through Zendesk tickets, merge requests, email, and video conferencing. Triage, reproduce, and document edge cases while collaborating with Product, Development, Infrastructure, Customer Success, and Sales. Deep-dive into Linux systems and the codebase to identify root causes, build more efficient support processes, and support on-call incident communications.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Support self-managed and GitLab.com (SaaS) customers by resolving issues via Zendesk tickets, merge requests, email, and video conferencing.
  • •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to define and shape product goals, roadmap, priorities, and strategy.
  • •Create and update documentation based on customer interactions and contribute to efficient support processes in the issue tracker.
  • •Collaborate with the Support team through pairing sessions and with other teams by diving into the codebase and logs to fix customer issues.
  • •Participate in weekday/weekend on-call coverage (daytime only) to provide emergency support and coordinate incident communications for SaaS.

Pay and Benefits

Perks:Paid LeaveParental LeaveEquityLearning BudgetHome Office

Key Requirements

  • •Handle customer-facing cases end-to-end, including triage, reproduction, bug report writing for handoff to development, and case resolution.
  • •Strong Linux systems administration knowledge (LFCE or RHCE equivalent).
  • •Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
  • •Experience with Git and CI/CD.
  • •Communicate complex technical topics clearly to customers and coworkers, while understanding how service interruptions impact different GitLab implementations.
Experience:DevOpsSaaS
Skills:CommunicationTroubleshootingDocumentationCollaborationProblem-solving
Certifications:LFCERHCE
Languages:English
Tech Stack:LinuxStraceZendeskRubyBashRuby on RailsGitCI/CDKubernetesServerlessChatOpsGitLab 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