2 months ago
Remote, United KingdomMid Level
Responsibilities
- Support Self-Managed and GitLab.com customers through Zendesk tickets, merge requests, email, and video conferencing
- Troubleshoot customer issues, investigate logs and code, reproduce bugs, and create merge requests to fix issues
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams on features, bugs, product goals, roadmap, priorities, and strategy
- Create and update documentation based on customer interactions
- Collaborate through pairing sessions and Support Stable Counterpart relationships
- Participate in weekday and weekend daytime on-call rotations and coordinate incident communications with the SaaS Production team
- Review applications and assessments and participate in interviews
Requirements
- Experience managing customer-facing support cases from initial inquiry through triage, reproduction, bug reporting, and resolution
- Excellent Linux systems administration knowledge equivalent to LFCE or RHCE expertise
- Ability to use scripting languages, preferably Ruby or Bash
- Ability to work with 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 with varying technical skill levels
- Familiarity with DevOps technologies such as Serverless and Kubernetes
- Understanding of different GitLab implementations and how service interruptions affect customers
Benefits
- All-remote, asynchronous work environment
- Flexible paid time off
- Team Member Resource Groups
- Equity Compensation and Employee Stock Purchase Plan
- Growth and development budget/fund
- Parental leave
- Home office support
- Weekday and weekend daytime on-call rotations
- 8-hour shifts covering four weekdays and one weekend day
Tech Stack
Categories
About GitLab
GitLab builds a DevSecOps platform that unifies source code management, CI/CD, and security with AI-assisted workflows for software teams and enterprises. It sells cloud-hosted and self-managed subscriptions, plus enterprise features and support. Founded in 2014 and headquartered in San Francisco, GitLab is a public company listed on NASDAQ and is widely used by large enterprises, including many in the Fortune 100.