Principal / Associate Electrical Engineer

GitLab; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading software company is seeking a Support Engineer to provide customer support and troubleshoot complex issues in diverse environments. This remote role requires familiarity with Linux and Git workflows, alongside skills in customer case management and technical communication. You'll collaborate with Product, Development, and other teams to enhance customer experiences and improve support processes. Flexible work arrangements and competitive benefits include equity compensation and a growth fund.

Benefits

Flexible Paid Time Off

Parental Leave

Home office support

Equity Compensation

Growth and Development Fund

Qualifications

• Experience managing customer-facing support cases end to end.
• Practical familiarity with Linux systems, including administration.
• Ability to write simple scripts in languages such as Ruby or Bash.
• Basic understanding of Git workflows and source control concepts.
• Skill in communicating technical topics clearly to diverse audiences.
• Comfort collaborating with cross-functional teams.
• Openness to learning new tools and processes.

Responsibilities

• Support customers and resolve technical issues through various channels.
• Analyze systems and logs to identify root causes of issues.
• Collaborate with teams to build features and improve product goals.
• Create documentation based on customer interactions.
• Contribute to the Git Lab codebase with merge requests.
• Improve support workflows and tools.
• Pair with team members for joint troubleshooting.
• Participate in on-call rotations for emergency support.

Skills

Customer-facing support management

Linux systems administration

Scripting languages (Ruby, Bash)

Git workflows

Technical explanation skills

Cross-functional collaboration

Adaptability to new tools

Job description

Git Lab – Support Engineer

Git Lab 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.

Overview of this role

As a Support Engineer, you sit at the intersection of Support and Engineering, helping Git Lab customers solve complex problems as they run Git Lab in diverse, demanding environments. You’ll dig into Linux systems, Git, logs, and our codebase to troubleshoot performance issues, reproduce tricky edge cases, and contribute merge requests that directly fix customer‑impacting bugs. You’ll also collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales to shape bug reports, influence the roadmap, and improve documentation and support processes.

What you’ll do

• Support a mix of self‑managed and Git Lab.com (SaaS) customers and resolve technical issues through Zendesk tickets, merge requests, email, and video conferencing.
• Analyze Linux systems, application logs, and Git Lab configuration to identify root causes and drive durable fixes.
• Collaborate with Product, Development, Infrastructure, Customer Success and Sales to build new features, fix bugs, define and shape product goals, roadmap, priorities and strategy.
• Create and update clear, reusable documentation based on real customer interactions to improve self‑service and reduce repeat issues.
• Contribute to the Git Lab codebase by proposing and implementing merge requests that resolve customer problems or improve supportability.
• Improve support tooling and workflows in our issue tracker to streamline case handling, incident response and internal collaboration.
• Pair with other Support Engineers and cross‑functional partners for knowledge sharing, joint troubleshooting and continuous improvement.
• Participate in regular weekday and weekend daytime on‑call rotations to provide emergency support and coordinate with the SaaS Production team on incident communications.

What you’ll bring

• Experience managing customer‑facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution.
• Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment.
• Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash.
• Basic understanding of Git workflows and common source control concepts.
• Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge.
• Comfort collaborating with cross‑functional teams such as Product, Development, Infrastructure, Customer Success and Sales.
• Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation.

About the Team

The Support team is a globally distributed group of Support Engineers across AMER, EMEA and APAC, partnering closely with Product, Development, Infrastructure and other teams to help customers run Git Lab successfully in both self‑managed and SaaS deployments.

Benefits

• Flexible Paid Time Off, Parental Leave and Home office support.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.

Equal Opportunity Employer

Git Lab is proud to be an equal‑opportunity workplace and is an affirmative action employer. Git Lab’s policies and practices relating to recruitment, employment, career development and advancement, promotion and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans) or any other basis protected by law. Git Lab will not tolerate discrimination or harassment based on any of these characteristics. See also Git Lab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Hiring Guidelines

Git Lab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location‑based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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