Associate Support Engineer, EMEA
GitLab
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇪🇺 Anywhere in Europe
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
LinuxRuby
About the role
- Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve technical issues through Zendesk tickets, merge requests, email, and video conferencing
- Troubleshoot complex production environments by analyzing Linux systems, application logs, and GitLab configuration to identify root causes and drive durable fixes
- Collaborate with our Product, Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
- Create and update clear, reusable documentation based on real customer interactions to improve self-service and reduce repeat issues
- Contribute to the GitLab codebase by proposing and implementing merge requests that directly resolve customer problems or improve supportability
- Improve support tooling and workflows in our issue tracker to streamline case handling, incident response, and internal collaboration
- Pair with other Support Engineers and cross-functional partners for knowledge sharing, joint troubleshooting, and continuous improvement
- Participate in regular weekday and weekend daytime on-call rotations to provide emergency support and coordinate with the SaaS Production team on incident communications
Requirements
- Experience managing customer-facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution.
- Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment.
- Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash.
- Basic understanding of Git workflows and common source control concepts.
- Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge.
- Comfort collaborating with cross-functional teams such as Product, Development, Infrastructure, Customer Success, and Sales.
- Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation.
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Linux administrationscripting languagesRubyBashGit workflowstroubleshootingmerge requestsdocumentationissue trackingsupport tooling
Soft skills
customer-facing supportclear communicationcollaborationknowledge sharingproblem-solvingcontinuous improvementtechnical explanationadaptabilityteamworkemergency support