Support Engineer (AMER)

GitLab
Canada, United States
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Communication","Troubleshooting"]

Embedded in the Engineering department, you’ll handle customer support issues for both self-managed and GitLab.com (SaaS) environments. Triage and resolve cases through Zendesk, merge requests, and collaboration with Product, Development, Infrastructure, Customer Success, and Sales. You’ll troubleshoot using Linux tools, reproduce bugs, update documentation, and improve support processes through issue tracker contributions and on-call rotations.

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FursaFursa
GitLab
GitLab
1 month ago

Support Engineer (AMER)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Embedded in the Engineering department, you’ll handle customer support issues for both self-managed and GitLab.com (SaaS) environments. Triage and resolve cases through Zendesk, merge requests, and collaboration with Product, Development, Infrastructure, Customer Success, and Sales. You’ll troubleshoot using Linux tools, reproduce bugs, update documentation, and improve support processes through issue tracker contributions and on-call rotations.
Location: Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Support self-managed and GitLab.com (SaaS) customers and resolve issues via Zendesk tickets, merge requests, email, and video conferencing.
  • •Collaborate across Product, Development, Infrastructure, Customer Success, and Sales to build features, fix bugs, and shape goals, roadmap, priorities, and strategy.
  • •Create and update documentation based on customer interactions.
  • •Participate in pairing sessions with Support and other GitLab teams, including Support Stable Counterpart.
  • •Join weekday/weekend on-call rotations (daytime only) and participate in hiring activities such as reviewing applications and assessments.

Pay and Benefits

Equity and Bonus:Equity
Perks:Paid LeaveParental LeaveEquityLearning BudgetHome Office

Key Requirements

  • •Manage customer-facing cases end-to-end across the support lifecycle, including 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.
  • •Expertise in writing support content and communicating complex technical topics to different audiences.
Experience:DevSecOpsDevOpsSaaSSelf-managed
Skills:CommunicationTroubleshooting
Languages:English
Tech Stack:LinuxStraceZendeskMerge requestsRubyBashRuby on RailsMVCGitCI/CDServerlessKubernetesChatOps

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