Support Engineer – AMER

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Assist a diverse range of Self-managed and GitLab.com (SaaS) clients by addressing their concerns through Zendesk tickets, merge requests, email, and video conferencing.

• Work in partnership with our Product, Development, Infrastructure, Customer Success, and Sales Teams to develop new features, resolve bugs, and define and refine product goals, roadmap, priorities, and strategies.

• Generate and revise documentation based on customer interactions.

• Collaborate with Support team members through Pairing Sessions and engage with other GitLab team members, such as acting as a Support Stable Counterpart.

• Engage in regular rotations for weekday and weekend on-call coverage (daytime only), providing urgent support to our Self-managed and SaaS clients, or collaborating with our SaaS Production team to manage incident communications.

• Take part in our recruitment process by reviewing applications and assessments, as well as participating in interviews.

⛳️ Requirements

• Proven experience and enthusiasm for managing customer-facing cases throughout the complete support lifecycle, from initial inquiries to triage and reproduction, writing bug reports for the development team, and achieving case resolution.

• Strong knowledge of Linux systems administration (equivalent to LFCE or RHCE).

• Proficiency in scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).

• Experience with Git and CI/CD practices.

• Skilled in composing support content.

• Ability to convey complex technical concepts to customers and colleagues with varying levels of technical expertise.

• Familiarity with DevOps methodologies and technologies, such as Serverless and Kubernetes.

• Comprehension of various GitLab implementations and the effects of service interruptions on customers.

🏝️ Benefits

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

• Fully remote, asynchronous work environment.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Budget for growth and development.

• Parental leave.

• Home office support.