Associate Support Engineer (AMER)

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

Job summary

A leading company is seeking a Support Engineer to work closely with customers and the Engineering team. You will troubleshoot issues, contribute to source code, and enhance documentation. This role offers a collaborative environment with a focus on customer satisfaction and technical excellence.

Benefits

Flexible Paid Time Off

Parental leave

Home office support

Health benefits

Growth budgets

Qualifications

• Experience managing customer-facing cases through the support lifecycle.
• Basic Linux systems knowledge.
• Ability to communicate technical topics effectively.

Responsibilities

• Support customers via Zendesk tickets, merge requests, email, and video calls.
• Collaborate with teams to build features and fix bugs.
• Create and update documentation based on customer interactions.

Skills

Linux

Communication

Scripting

Tools

Ruby

Bash

Git

Job description

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 benefit from AI at every stage of the SDLC. The 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 organization.

An overview of this role

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

You’ll also contribute to source code, improve documentation, and help build support processes. We believe in a world where everyone can contribute, and as a Support team member, there are no barriers to using your skills to improve user and customer experiences.

Some examples of our projects:

• A tool to analyze strace output
• A solution to capture customer server states 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 GitLab.com customers via Zendesk tickets, merge requests, email, and video calls
• Collaborate with teams to build features, fix bugs, and shape product goals and strategy
• Create and update documentation based on customer interactions
• Participate in support rotations for on-call coverage, providing emergency support or coordinating incident communications

What you’ll bring

• Experience managing customer-facing cases through the support lifecycle
• Basic Linux systems knowledge
• Familiarity with scripting languages like Ruby or Bash
• Basic understanding of Git
• Ability to communicate technical topics effectively

About the team

The Support team is distributed globally across AMER, EMEA, and APAC. Support Engineers work on tickets and help customers, but also dig into code and logs to troubleshoot. Collaboration is key, with regular pairing sessions, 1:1s, and team chats.

Our Transparency value allows you to see our work on the Support Team page, including our roadmap and meetings.

How GitLab will support you

• Benefits for health, finances, and well-being
• Remote, asynchronous work environment
• Flexible Paid Time Off
• Resource Groups and growth budgets
• Parental leave and home office support

We welcome candidates with varying experience levels. If you're excited about this role, apply and let our recruiters assess your fit.

Additional info

The salary range for this role in listed locations is $58,200—$124,800 USD, determined through interviews and review of your experience and skills. Some roles may include incentive pay up to 100% of the base salary.

We hire globally, with location-specific eligibility. Please review our Privacy Policy and EEO policies. We are committed to diversity and inclusion and provide accommodations for applicants with disabilities.