Intermediate Support Engineer
GitLab
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $87,400 - $187,200 per year
Tech Stack
About the role
- Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.
- Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.
- Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.
- Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases and share knowledge.
- Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team.
- Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.
Requirements
- Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.
- Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.
- Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.
- Hands-on experience with Git and CI/CD in production or customer environments.
- Skill in writing clear, accurate support content and documentation based on real customer scenarios.
- Ability to explain complex technical topics to people with varying levels of technical expertise.
- Familiarity with DevOps practices and technologies such as Kubernetes and Serverless.
- Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles.
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 systems administrationscripting languagesRubyBashRuby on RailsGitCI/CDKubernetesServerlessbug reporting
Soft skills
customer-facing technical supportproblem-solvingcommunicationcollaborationdocumentation writingknowledge sharingincident managementopenness to learningtriageexplanation of technical topics
Certifications
LFCERHCE