Intermediate Support Engineer – SHIFT

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Assist Self-managed and GitLab.com (SaaS) clients by addressing issues through Zendesk tickets, merge requests, email, and video conferencing.

• Work alongside Product, Development, Infrastructure, Customer Success, and Sales teams to develop features, rectify bugs, and influence product objectives, roadmaps, priorities, and strategies.

• Generate and revise documentation based on interactions with customers.

• Collaborate with Support team members through pairing sessions and engage with other GitLab team members.

• Take part in weekday and weekend daytime on-call rotations, offering emergency customer support or coordinating incident communications with the SaaS Production team.

• Review applications and assessments, and take part in interviews.

• Contribute to source code, documentation, support processes, troubleshooting tools, and merge requests.

⛳️ Requirements

• Proven experience managing customer-facing cases throughout the entire support lifecycle, from inquiry and triage to reproduction, bug reporting, and resolution.

• Strong knowledge of Linux systems administration, equivalent to LFCE or RHCE certification.

• Proficiency in scripting languages, preferably Ruby or Bash.

• Experience with MVC frameworks, ideally Ruby on Rails.

• Familiarity with Git and CI/CD practices.

• Skilled in creating support documentation.

• Ability to articulate complex technical subjects to customers and colleagues with varying levels of technical expertise.

• Knowledge of DevOps methodologies and technologies, including Serverless and Kubernetes.

• Understanding of the various GitLab implementations and how service outages affect customers.

• Willingness to work 8-hour shifts covering four weekdays and one weekend day, plus participate in weekday and weekend daytime on-call rotations.

🏝️ Benefits

• Comprehensive benefits to support your health, financial needs, and overall well-being.

• Fully remote, asynchronous work environment.

• Flexible Paid Time Off policy.

• Opportunities to join Team Member Resource Groups.

• Equity compensation and Employee Stock Purchase Plan.

• Budget available for personal growth and development.

• Parental leave policy.

• Support for home office setup.