Associate Support Engineer (EMEA)

GitLab; United Kingdom; Remote; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Associate Support Engineer to join their dynamic team. In this role, you will engage with customers, troubleshoot complex issues, and collaborate with various departments to enhance user experience. Your contributions will help develop innovative solutions and improve documentation. This position offers a unique opportunity to work in a supportive environment that values transparency and collaboration. If you have a passion for technology and customer support, this role is perfect for you.

Benefits

Health Benefits

Flexible Paid Time Off

Parental Leave

Home Office Support

Growth Budgets

Qualifications

• Experience managing customer-facing cases from inquiry to resolution.
• Basic Linux systems knowledge and familiarity with scripting languages.

Responsibilities

• Support customers via tickets, merge requests, email, and video calls.
• Collaborate with teams to build features and fix bugs.

Skills

Customer Support Management

Linux Systems Knowledge

Scripting (Ruby or Bash)

Git Understanding

Technical Communication

Job description

Join to apply for the Associate Support Engineer (EMEA) 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 influences how we hire, build products, and lead our industry. We operate on our product and stay 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. Our team embraces AI as a core productivity multiplier, encouraging all members to incorporate AI into their workflows to drive efficiency, innovation, and impact globally.

An Overview Of This Role

Support Engineering at GitLab is a unique role embedded within the Engineering department, where Support and Engineering meet. You’ll interact daily with customers facing complex challenges, such as troubleshooting performance issues on Linux, collaborating with the Product team on reproducible bug reports, or diving into our codebase to fix issues through merge requests.

You will also contribute to source code, improve documentation, and help develop support processes. We believe everyone can contribute to improving user experience.

Examples Of Projects

• A tool for analyzing strace output
• A solution to capture server states for troubleshooting
• A tool transforming log files into interactive tables
• ChatOps functionality for easier user identification on GitLab.com

What You’ll Do

• Support Self-managed and GitLab.com customers via tickets, merge requests, email, and video calls
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build features and fix bugs
• Create and update documentation based on customer interactions
• Participate in support rotations, providing emergency support and incident coordination

What You’ll Bring

• Experience managing customer-facing cases from inquiry to resolution, including bug reporting
• Basic Linux systems knowledge
• Familiarity with scripting languages (Ruby or Bash preferred)
• Basic understanding of Git
• Ability to communicate technical topics effectively to diverse audiences

About The Team

The Support team is globally distributed across AMER, EMEA, and APAC. They work on support tickets, code, and logs to resolve issues, with a culture of collaboration, regular pairing, and communication via Slack and meetings. Transparency is valued, with access to team pages, roadmaps, and meetings.

How GitLab Will Support You

• Health, financial, and well-being benefits
• 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.

Country Hiring Guidelines: Roles are remote worldwide, with some location-specific requirements. Our Talent Acquisition team can clarify eligibility.

Privacy Policy: Review our Recruitment Privacy Policy. Your privacy matters to us.

GitLab is an equal opportunity employer, committed to diversity and inclusion. We do not tolerate discrimination or harassment. If you need accommodations, please let us know during the process.

Additional Details

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