Support Engineer – AMER

GitLab

Support Engineer assisting GitLab's Self-managed and SaaS customers through tickets and collaborative features. Resolve issues while collaborating across multiple departments and contributing to product improvement.

Posted 7/31/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support lifecycle management, with strong Linux systems administration skills and proficiency in scripting languages. Capable of effectively communicating technical concepts to diverse audiences and collaborating across teams to enhance product features and resolve issues.

Highest-signal resume keywords

Linux Systems AdministrationScripting Languages (Ruby, Bash)Git and CI/CDSupport Content WritingDevOps Methodologies (Serverless, Kubernetes)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Linux Systems AdministrationScripting Languages (Ruby, Bash)GitCI/CDSupport Content WritingBug ReportingTechnical CommunicationCustomer Support Lifecycle ManagementMVC Frameworks (Ruby on Rails)Incident Management

Soft Skills

CollaborationCommunicationProblem-SolvingCustomer ServiceTeamwork

Tools & Technologies

ZendeskGitLab.comVideo ConferencingDocumentation ToolsPairing Sessions

Certifications & Qualifications

LFCERHCE

Industry Keywords

SaaSDevOpsCustomer SuccessProduct DevelopmentInfrastructure

Tech Stack

Tools & technologies

KubernetesLinuxRubyRuby on Rails

About the role

Key responsibilities & impact

Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
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), 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

What you’ll need

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 hand off to the development team, and case resolution
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)
Experience with Git and CI/CD
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
Understand a range of different GitLab implementations, and how service interruptions impact the customer.

Benefits

Comp & perks

Benefits to support your health, finances, and well-being
All remote, asynchronous work environment
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and development budget
Parental leave
Home office support