Senior Support Engineer (EMEA)

Applied Plastering Inc; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company that champions collaboration and innovation! As a Support Engineer, you'll dive deep into complex technical challenges while providing exceptional support to customers using the GitLab platform. You'll engage directly with clients, troubleshoot issues, and contribute to the source code, all while working in a dynamic remote environment. This role offers a unique blend of customer interaction and technical problem-solving, making it perfect for those passionate about technology and customer success. If you thrive in a collaborative atmosphere and want to make a real impact, this opportunity is for you!

Qualifications

• Experience managing customer support cases from inquiry to resolution.
• Excellent knowledge of Linux systems and GitLab implementations.

Responsibilities

• Support customers via tickets, merge requests, and video calls.
• Create and update documentation based on customer interactions.

Skills

Linux Systems Administration

Customer Support Lifecycle Management

GitLab

CI/CD

Scripting (Ruby, Bash)

Technical Communication

DevOps Methodologies

Kubernetes

Tools

Zendesk

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.

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 the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.

That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

What you’ll do

• Initially Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing.
• Transition to working with assigned accounts, becoming familiar with their environments and business to provide an enhanced support experience.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only as required), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications.
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

What you’ll bring

• Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails).
• Expertise in writing support content.
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill level.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines

GitLab 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.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’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. GitLab will not tolerate discrimination or harassment based on any of these characteristics.