Support Engineer (US Federal)

GitLab Inc.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Support Engineer to join their dynamic team. In this role, you will bridge the gap between support and engineering, working directly with customers to troubleshoot complex issues in their GitLab environments. You'll have the opportunity to contribute to the source code, enhance documentation, and streamline support processes. This position offers a unique chance to work in a collaborative environment where your contributions can significantly impact user experience. If you are passionate about providing exceptional support and eager to tackle challenges, this role is perfect for you.

Qualifications

• Experience managing customer cases from inquiry to resolution.
• Excellent knowledge of Linux systems and scripting languages.
• Ability to communicate complex topics effectively.

Responsibilities

• Support and resolve issues for customers using GitLab.
• Create and update documentation based on customer interactions.
• Participate in hiring processes and provide on-call support.

Skills

Linux systems administration

Scripting languages (Ruby, Bash)

MVC frameworks (Ruby on Rails)

Git and CI/CD

Writing support content

Communication skills

DevOps methodologies

Information security concepts

Education

Relevant technical certifications (LFCE, RHCE)

Tools

Zendesk

Job description

Remote, US

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.

Attention: This is a shift role. Working hours: between 11am PST and 10pm PST (8h/day)

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

• Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments 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 providing emergency support to our Self-managed customers
• 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
• 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 levels
• Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes
• Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)
• US Citizen, living and working in the United States, willing and able to achieve US federal security clearance if needed

About the team

The US Federal Support team collaborates with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their GitLab environments. They also dig into the code and logs to find out why something is not working as expected.

There are a number of challenges that are unique when it comes to supporting the customer environments that an engineer may encounter in the Federal space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. In addition to restrictive environments, some of the customers served by the Federal support team employ bleeding edge technologies and employ strict compliance measures on the systems which can further complicate troubleshooting efforts.

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. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

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. See also GitLab’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.

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