2 months ago
Remote, United States or Remote, CanadaSenior
Responsibilities
- Support Self-Managed and GitLab.com customers and resolve issues through Zendesk tickets, merge requests, email, and video conferencing.
- Investigate complex customer environments using Linux administration, process tracing, logs, and GitLab code.
- Collaborate with Product, Development, Infrastructure, Customer Success, Sales, and Support teams to fix bugs and shape product goals, roadmaps, priorities, and strategy.
- Create and update documentation based on customer interactions.
- Contribute source code, support tools, and more efficient support processes.
- Participate in pairing sessions and cross-team counterpart activities.
- Provide weekday and weekend daytime on-call coverage for Self-Managed and SaaS customers and coordinate incident communications.
- Review applications and assessments and participate in interviews.
Requirements
- Experience managing customer-facing 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.
- Candidates with varying levels of experience are encouraged to apply.
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.
- Parental leave.
- Home office support.
- Flexible shift structuring to accommodate team members' private lives.
- Benefits supporting health, finances, and well-being.
Tech Stack
Categories
Solutions Engineering
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.