Remote Support Engineer - 8H Shift (Weekdays + Weekend)

GitLab Inc.; United Kingdom; Remote; GBP 42,000 - 62,000; Full time

Job summary

GitLab is seeking a Support Engineer to join our global team. You will work within the Engineering department to assist customers across self-managed and GitLab.com environments, resolving complex edge cases and contributing code and documentation where possible.

You will participate in on-call rotations, coordinate with Product and Production teams, and help improve support processes while communicating clearly with customers of varying technical levels.

Qualifications

• Experience handling customer inquiries end-to-end, triage and reproduce issues.
• Ability to write clear bug reports for engineering handoff.
• Proficiency with ticketing systems and collaboration tools.

Responsibilities

• Support a mix of Self-managed and GitLab.com customers via Zendesk tickets, MR, email and video calls.
• Create and update customer-facing documentation based on interactions.
• Participate in regular on-call rotations for incident response.
• Contribute to process improvements and documentation in GitLab issues.

Skills

Customer support lifecycle

Linux administration

Ruby/Bash scripting

Ruby on Rails

Git & CI/CD

Technical writing

Clear communication

DevOps concepts

Kubernetes

Issue reproduction

Tools

Zendesk

Job description

GitLab is seeking a Support Engineer to join our global team. You will work within the Engineering department to assist customers across self-managed and GitLab.com environments, resolving complex edge cases and contributing code and documentation where possible.

You will participate in on-call rotations, coordinate with Product and Production teams, and help improve support processes while communicating clearly with customers of varying technical levels.