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Support Engineer

hace 2 meses

Chihuahua, Chihuahua, México GitLab A tiempo completo
About the Role

The Support Engineer role at GitLab is a unique opportunity to be embedded within the Engineering department, where Support and Engineering meet. As a Support Engineer, you will interact with customers daily as they encounter complex issues with running GitLab in various environments.

Key Responsibilities
  • Support a mix of Self-managed and SaaS customers, resolving their issues via Zendesk tickets, merge requests, and video conferencing.
  • Collaborate with 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.
  • Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our Self-managed and SaaS customers.
  • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
Requirements
  • Experience in 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.
  • Understanding of a range of different GitLab implementations, and how service interruptions impact the customer.
About the Team

The Support team is distributed across the world, with team members working on Support Tickets and helping GitLab's customers. Support Engineers work on complex problems together, participate in regular pairing sessions and 1:1s, and stay connected through coffee chats and Slack conversations.

What We Offer
  • 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.