Support Engineer (AMER) at GitLab (Canada, United States)

GitLab

3 days ago

Support Engineer (AMER)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 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

Website LinkedIn

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GitLab

3 days ago

Support Engineer (AMER)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

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

Website LinkedIn