This position is 100% remote.
Associate Support Engineer
The Associate Support Engineer is a grade 5.
For an Associate Support Engineer role we expect:
- Someone who’s been in a previous customer facing role, maybe in a technical company, but also maybe outside of tech
- We expect this person to be early in their career of “technical debugging” - They may have worked support before, but not deep technical troubleshooting.
As we evolve our handbook and adopt a career matrix approach, you can read more about associate engineer on our Associate Support Engineer Career Matrix Page which covers more of the details you see in the roles below.
The Support Engineer is a grade 6.
What you can expect in a Support Engineer role at GitLab
As a Support Engineer, you will:
- resolve customer issues via email and video conferencing.
- support a mix of Self-managed and GitLab.com (SaaS) customers.
- collaborate with our Product and Development Teams to build new features and fix bugs.
- create and update documentation based on customer interactions.
- work hard to solve customer problems while delighting them along the way.
- 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.
- work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
- continually research and learn the current and future best practices of using GitLab.
- participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
- suggest and implement improvements to Support workflows.
Projects you might work on
When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your life, and the lives of your coworkers, easier. Current and past support engineers have:
- created a tool to quickly analyze strace output
- built and maintained tooling to handle our call scheduling
- scripted a solution to capture the state of a customer’s server for easier troubleshooting
- added functionality to ChatOps to make it easier to identify user accounts on GitLab.com
- written a Chrome Extension to route downloads from Zendesk tickets into organized folders
- … done even more!
You should apply if
You’ve got the personality
- you’re a natural communicator and delight in using those skills to help others.
- you love exploring new technologies and figuring things out the hard way.
- you enjoy solving many small problems per day.
You’re a support professional
- you’ve got 2+ years of experience in a support or other service-oriented customer facing role.
- within the last 5 years, you’ve worked at one company for at least 2 years.
- you’re experienced in writing support content.
- you’re experienced in managing 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.
- you have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what’s going on.
- you’re comfortable using support platforms such as ZenDesk and Salesforce.
You’ve got the technical acumen
- you have knowledge of DevOps methodologies and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
- you’re able to communicate complex technical topics to customers and coworkers of varying technical skill levels.
- you have excellent Ruby on Rails knowledge and are fluent on the Rails console, or you’re proficient in working with another MVC framework (Django, Laravel or others) and will be able to pick up Rails quickly.
- you’re experienced with Git and CI/CD.
- you have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).
You’ll be able to thrive at GitLab
- You can successfully complete a background check – see the GitLab Code of Business Conduct and Ethics.
- you can demonstrate excellent spoken and written English.
- you have the ability to use GitLab.
- our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.
Assigned Support Engineer (ASE)
For Support Engineers who are nearing or at Senior Level
The ASE role
- Prioritize a mix of Self-managed and GitLab.com (SaaS) customers with a higher support offering and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
- Lead the relationship with up to 5 assigned accounts while also contributing to global tickets
- Become familiar with customer environments and business - to provide an enhanced support experience
- Build relationship with customer’s team
- Build a relationship with internal field team
- Be available during timezone business hours (or arrange temporary cover when not available)
- Take assignment of, own communication for, and progress all non emergency tickets for your Assigned Accounts within SLAs
- Be available to take Emergency tickets during business hours for ASE contract (Tickets will be handled via CEOC/CMOC rotation who will engage ASE during agreed ASE availability hours)
- Provide timely ticket updates at a cadence agreed with customer
- Partner with CSM (where allocated) in scheduled review calls to discuss ticket priorities and progression
- Coordinate with internal teams as necessary to drive decreased time to resolution
- Coordinate with customer to enable successful upgrades
- Participation in CMOC/CEOC rotations remains unchanged and is expected
US Government Support Engineer
Support Engineers with verified US Citizenship may join the GitLab US Government Support Team. This group works through the US Government Support portal to collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments.
There are a number of challenges that are unique when it comes to supporting the customer environments that an engineer may encounter in the US Government space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. You can learn more about working on tickets in the US Government Support portal here. If you look forward to the aforementioned challenges and meet the requirements for US Government Support, apply today!
Support Engineer (Shift)
Responsibilties mirror that of a Support Engineer with the primary variance being that the working hours and on-call shifts do not necessarily align with the traditional working hours of the engineer’s region. This role is important for situations where it is not feasible to staff in a “follow the sun” manner.
In addition to the above requirements for Global Support Engineers, you will need:
- Valid proof of US Citizenship
What it’s like to work here at GitLab
The culture here at GitLab is something we’re incredibly proud of. Because GitLab team members are currently located in over 60 different countries, you’ll spend your time collaborating with kind, talented, and motivated colleagues from across the globe. Some of the benefits you’ll be entitled to vary by the region or country you’re in. However, all GitLab team members are fully remote and receive GitLab’s Flexible PTO policy, where there is no set limit per year on the amount of paid time off a team member can take. You can work incredibly flexible hours, enabled by our asynchronous approach to communication. We’ll also help you set up your home office environment, pay for your membership to a co-working space, and contribute to the travel costs associated with meeting other GitLab employees across the world.
Also, every year or so, we’ll invite you to our Contribute event.
Our hiring process for this Support Engineer position typically follows five stages. The details of this process and the compensation for this role can be found in our hiring process.
How you’ll grow in the role
Support career progression is documented in Engineer Career Development - Support Department.
Senior Support Engineer
A Senior Support Engineer is a more experienced engineer who continues to contribute as an individual while operating with equal comfort at the level of team enablement. That is, they work at the team level to increase every member’s ability to contribute. With the wider focus, the specializations of the Intermediate role begin to disappear.
The Senior Support Engineer is a grade 7.
Generally they meet the following criteria. They:
- are involved in mentoring teammates on new technologies and new GitLab features.
- possess expert debugging skills.
- submit merge requests to resolve GitLab bugs.
- drive product enhancements and fixes based on product expertise and customer interactions.
- contribute to one or more complementary projects.
A Senior Support Engineer may be interested in exploring Support Management as an alternative at this point. See Engineering Career Development for more detail.
Staff Support Engineer
A Senior Support Engineer will be promoted to Staff Support Engineer when they have demonstrated significant leadership and impact; typically around resolving customer issues. This may involve any type of consistent performance above and beyond the senior level. For example, a Staff Support Engineer might:
- regularly submit merge requests for customer reported/requested GitLab bugs and feature proposals.
- work across functional groups to deliver on projects relating to customer experience and success.
- write in-depth documentation and clarify community communications that share knowledge and radiate GitLab’s technical strengths.
- possess the ability to create innovative solutions that push GitLab’s technical abilities ahead of the curve.
- identify significant projects that result in substantial cost savings or revenue increases.
- define and solve important architectural issues based on their extensive customer knowledge.
For more details on the engineering career ladders, please review the engineering career development handbook page.
How you’ll be measured
Support Engineers have the following job-family Performance Indicators.
- Customer satisfaction with Support
- Maintain at least average monthly tickets
- Service Level Agreement
- Ticket deflection through documentation updates
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.
- Technical assessment.
- 30-minute screening call with a Recruiter.
- 90-Minute Technical Interview with a member of the Support team.
- The Technical Interview will involve live break-fix/bug-fix scenarios as well as customer scenarios. You will need to have access to a terminal with Bash or similar. You will also need to have an SSH key pair installed locally so you can connect to the server. Windows users must have ‘Git Bash for Windows’ installed prior to the call. If the Technical Interview is not passed, the Behavioral Interview will be canceled.
- (optional) Zoom call with a member of the Support team – an opportunity for you to discuss any questions you might have about the role. This optional call has no influence on our decision, this is meant to help you clarify whatever you need to make your decision.
- 60-Minute Behavioral Panel Interview with a Support Engineering Manager & one other member of the team.
- 60-Minute Interview with a Senior Manager or Director of Support.
- Reference Checks.
- (optional) Zoom call with a member of a Team Member Resource Group. Similarly to the optional call with a Support team member, this is an opportunity for you to learn more about your potential new workplace.
- Successful candidates will subsequently be made an offer.
Additional details about our process can be found on our hiring page.
GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.
We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.
Top 10 Reasons to Work for GitLab:
- Mission: Everyone can contribute
- Results: Fast growth, ambitious vision
- Flexible Work Hours: Plan your day so you are there for other people & have time for personal interests
- Transparency: Over 2,000 webpages in GitLab handbook, GitLab Unfiltered YouTube channel
- Iteration: Empower people to be effective & have an impact, Merge Request rate, We dogfood our own product, Directly responsible individuals
- Diversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiatives
- Collaboration: Kindness, saying thanks, intentionally organize informal communication, no ego
- Total Rewards: Competitive market rates for compensation, Equity compensation, global benefits (inclusive of office equipment)
- Work/Life Harmony: Flexible workday, Family and Friends days
- Remote Done Right: One of the world's largest all-remote companies, prolific inventor of remote best practices
See our culture page for more!
Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.