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 difficult customer issues involving Linux systems, processes, logs, GitLab implementations, and service interruptions.
- Reproduce issues, write bug reports, collaborate with Product and Development, and contribute merge requests to fix customer problems.
- Create and update documentation based on customer interactions.
- Build or improve support tools, documentation, and issue-tracker processes.
- Collaborate with Support colleagues and cross-functional teams through pairing sessions and counterpart relationships.
- Participate in weekday and weekend daytime on-call rotations for emergency customer support and incident communications.
- Review applications and assessments and participate in interviews.
Requirements
- Experience managing customer-facing cases through inquiry, triage, reproduction, bug reporting, handoff to development, 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 methodologies and technologies such as Serverless and Kubernetes.
- Understanding of different GitLab implementations and how service interruptions affect customers.
- Interest from candidates with varying levels of experience is welcomed, and applicants need not meet every listed qualification.
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
- 8-hour shifts covering four weekdays and one weekend day
- Regular weekday and weekend daytime on-call rotations
- Flexible shift structuring
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.