Associate Support Engineer (AMER)

GitLab; Canada; Remote; USD 58,000 - 125,000; Full time

Job summary

GitLab is seeking an Associate Support Engineer to join their team. This role involves troubleshooting technical issues, collaborating with various teams, and supporting customers in a remote work environment. Ideal candidates will have Linux knowledge, scripting experience, and strong communication skills. GitLab offers a competitive salary range and a supportive work culture.

Benefits

Health, financial, and well-being benefits

Remote, asynchronous work environment

Flexible Paid Time Off

Resource groups and development budgets

Parental leave and home office support

Qualifications

• Experience managing customer-facing cases throughout support lifecycle.
• Basic Linux systems knowledge.
• Familiarity with scripting languages (Ruby or Bash).

Responsibilities

• Support self-managed and SaaS customers via tickets, merge requests, email, and video calls.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams.
• Create and update documentation based on customer interactions.

Skills

Linux systems knowledge

Scripting languages (Ruby or Bash)

Git

Communication of technical topics

Job description

Join to apply for the Associate Support Engineer (AMER) role at GitLab

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

An Overview Of This Role

Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In a day, you might troubleshoot performance issues using Linux tools like strace, collaborate with the Product team to reproduce bugs, or dive into our codebase to fix customer issues.

Additionally, you’ll contribute to source code, improve documentation, and help build support processes. We believe everyone can contribute to improving user and customer experience.

Some Examples Of Our Projects

• A tool to analyze strace output
• A solution to capture a customer’s server state for troubleshooting
• A tool to turn log files into interactive tables
• ChatOps functionality to identify user accounts on GitLab.com

What You’ll Do

• Support self-managed and SaaS customers via tickets, merge requests, email, and video calls
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to develop features and fix bugs
• Create and update documentation based on customer interactions
• Work with Support team members and other GitLab teams through pairing sessions and collaborations
• Participate in on-call rotations for incident management

What You’ll Bring

• Experience managing customer-facing cases throughout support lifecycle
• Basic Linux systems knowledge
• Familiarity with scripting languages (Ruby or Bash)
• Basic understanding of Git
• Ability to communicate technical topics effectively to diverse audiences

About The Team

The Support team is distributed globally across AMER, EMEA, and APAC. Support Engineers work on tickets, code, and logs to resolve issues, collaborating closely with colleagues through pairing, chats, and meetings. Transparency is valued, and you can view our support activities and company roadmap online.

How GitLab Will Support You

• Health, financial, and well-being benefits
• Remote, asynchronous work environment
• Flexible Paid Time Off
• Resource groups and development budgets
• Parental leave and home office support

We encourage applicants from diverse backgrounds and experiences. If you’re excited about this role, apply and let our recruiters evaluate your fit.

The salary range for residents of listed locations is $58,200—$124,800 USD, determined by experience, education, and market factors. Salaries for sales roles are incentive-based.

Our roles are remote worldwide, with some location-specific eligibility requirements. Please review our Privacy Policy and EEO policies. We are committed to equal opportunity and nondiscrimination.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services, Consulting, Software Development