Intermediate Support Engineer (SHIFT)

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

Work shift rotations supporting both GitLab.com (SaaS) and self-managed customers, resolving issues via Zendesk, merge requests, email, and video conferencing. Triage and reproduce edge cases, collaborate with Product, Development, Infrastructure, Customer Success, and Sales, and create/update documentation from customer interactions. Deep-dive into Linux systems and GitLab’s codebase to fix customer problems, improve support processes, and help coordinate incident communications.

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FursaFursa
GitLab
GitLab
23 hours 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 rotations supporting both GitLab.com (SaaS) and self-managed customers, resolving issues via Zendesk, merge requests, email, and video conferencing. Triage and reproduce edge cases, collaborate with Product, Development, Infrastructure, Customer Success, and Sales, and create/update documentation from customer interactions. Deep-dive into Linux systems and GitLab’s codebase to fix customer problems, improve support processes, and help coordinate incident communications.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Support a mix of self-managed and GitLab.com (SaaS) customers by resolving issues through Zendesk tickets, merge requests, email, and video conferencing.
  • •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to help define product goals, roadmap, priorities, and strategy while fixing bugs.
  • •Create and update documentation based on customer interactions and support learnings.
  • •Participate in pairings and rotations, including regular weekday/weekend on-call coverage (daytime only) for emergency support and incident communications.
  • •Contribute to source code and support engineering tooling/processes by investigating logs/code and fixing customer issues via merge requests.

Pay and Benefits

Perks:EquityLearning BudgetParental LeaveHome Office

Key Requirements

  • •Experience managing customer-facing cases end-to-end from inquiry through triage, reproduction, bug report handoff, and 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.
  • •Ability to communicate complex technical topics and write high-quality support content.
Skills:CommunicationDocumentationCollaborationProblem-solving
Languages:English
Tech Stack:LinuxStraceZendeskGitCI/CDRubyBashRuby on RailsMVCDevOpsServerlessKubernetesChatOps

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