Support Engineer (AMER)

GitLab; United Kingdom; Remote; USD 72,000 - 156,000; Full time

Job summary

An innovative company is seeking a Support Engineer to bridge the gap between engineering and customer support. This hybrid role involves troubleshooting complex issues, collaborating with diverse teams, and contributing to documentation. With a focus on continuous improvement, you'll enhance customer experiences and optimize processes. The role offers a flexible work environment and a commitment to diversity, making it an exciting opportunity for those passionate about technology and customer engagement. Join a forward-thinking organization that values your potential and motivation, regardless of whether you meet every qualification.

Benefits

Health, financial, and well-being benefits

Flexible Paid Time Off

Parental leave

Employee resource groups

Growth budgets

Equity and stock purchase plans

Qualifications

• Experience managing customer support lifecycle from inquiry to resolution.
• Strong Linux systems administration skills (LFCE or RHCE level).
• Proficiency in scripting languages and MVC frameworks.

Responsibilities

• Support both Self-managed and SaaS customers via tickets, emails, and video calls.
• Collaborate with product and engineering teams to develop features and fix bugs.
• Update and create documentation based on support interactions.

Skills

Linux Systems Administration

Scripting Languages (Ruby, Bash)

MVC Frameworks (Ruby on Rails)

Git

CI/CD

DevOps Tools (Kubernetes, Serverless)

Technical Communication

Job description

Join to apply for the Support Engineer (AMER) 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. We foster a culture of contribution, innovation, and continuous improvement, emphasizing the integration of AI into our workflows to enhance productivity.

Role Overview

Support Engineering at GitLab is a hybrid role combining support and engineering responsibilities. You will interact with customers to troubleshoot complex issues, contribute to our codebase, improve documentation, and optimize support processes. You will work closely with various teams to resolve edge cases, improve our platform, and enhance customer experience.

Key Projects

• Tools for analyzing strace output
• Solutions for capturing server states for troubleshooting
• Log file analysis tools
• ChatOps functionalities for user identification

Responsibilities

• Support both Self-managed and SaaS customers via tickets, emails, and video calls
• Collaborate with product and engineering teams to develop features and fix bugs
• Update and create documentation based on support interactions
• Participate in support rotations for on-call coverage and incident management
• Assist in hiring processes through application reviews and interviews

Qualifications

• Experience managing customer support lifecycle from inquiry to resolution
• Strong Linux systems administration skills (LFCE or RHCE level)
• Proficiency in scripting languages like Ruby or Bash, and MVC frameworks such as Ruby on Rails
• Experience with Git, CI/CD, and support content creation
• Ability to explain technical concepts clearly to diverse audiences
• Knowledge of DevOps tools like Kubernetes and Serverless

Team & Culture

Our distributed Support team spans AMER, EMEA, and APAC regions. We value collaboration, transparency, and flexibility, allowing team members to structure their shifts to balance work and life. We promote continuous learning, problem-solving, and community engagement.

Benefits & Support

• Health, financial, and well-being benefits
• Remote, asynchronous work environment
• Flexible Paid Time Off and parental leave
• Employee resource groups and growth budgets
• Equity and stock purchase plans

We encourage applicants from diverse backgrounds and experiences. If you're excited about this role, apply regardless of whether you meet every qualification, as we value potential and motivation.

Compensation

The salary range for this role in eligible locations is $72,800—$156,000 USD, based on experience, education, and market factors.

Additional Information

GitLab is committed to equal opportunity employment and inclusive hiring practices. We provide accommodations for applicants with disabilities throughout the recruitment process.