GitLab

Assigned Support Engineer / Senior Support Engineer (AMER)

GitLab

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $87,400 - $187,200 per year

Job Level

Senior

Tech Stack

KubernetesLinuxRubyRuby on RailsSDLC

About the role

  • Initially Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
  • Transition to working with assigned accounts, taking the initiative to understand their environments, business objectives, and challenges proactively
  • Advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience
  • 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 documentation based on customer interactions
  • Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
  • Participate in regular rotations for weekday and weekend on-call coverage (daytime only as required), providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications
  • Participate in our hiring processes by reviewing applications and assessments and by participating in interviews.

Requirements

  • Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution
  • Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
  • Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
  • Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
  • Expertise in writing support content
  • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
  • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.