Support Engineer, DevOps & Code Debugging (Remote)

GitLab; United Kingdom; Remote; GBP 42,000 - 70,000; Full time

Job summary

GitLab is seeking a Support Engineer to be embedded in the Engineering group. You will resolve customer issues across Self-managed and GitLab.com platforms, write bug reports, and contribute to documentation and process improvements.

The role emphasizes Linux administration, scripting (Ruby/Bash), and strong communication skills to explain complex topics to customers and teammates. Remote, shift-based work across global teams is supported.

Qualifications

• 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
• 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)
• Experience with Git and CI/CD
• 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
• Understand a range of different GitLab implementations, and how service interruptions impact the customer.

Responsibilities

• Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
• Create and update documentation based on customer interactions
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), 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.

Skills

Customer support lifecycle

Linux administration

Scripting (Ruby/Bash)

GitLab & Git workflows

Documentation/Content writing

Technical communication

DevOps & Kubernetes familiarity

Incident management

Tools

Git

CI/CD tooling

Ruby on Rails

Job description

GitLab is seeking a Support Engineer to be embedded in the Engineering group. You will resolve customer issues across Self-managed and GitLab.com platforms, write bug reports, and contribute to documentation and process improvements.

The role emphasizes Linux administration, scripting (Ruby/Bash), and strong communication skills to explain complex topics to customers and teammates. Remote, shift-based work across global teams is supported.