Support Engineer (AMER)

GitLab is the intelligent orchestration platform for DevSecOps, trusted by over 50 million users and more than 50% of the Fortune 100. This Support Engineer role is embedded within the Engineering department, where Support and Engineering meet. You will interact with customers daily on complex edge cases, troubleshoot performance issues, collaborate with Product and Engineering teams, and contribute to code and documentation.

• Support Self-managed and GitLab.com (SaaS) customers via Zendesk tickets, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build features, fix bugs, and shape product goals.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only).
• Contribute to hiring processes by reviewing applications and participating in interviews.

• Experience managing customer-facing cases throughout the support lifecycle.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• 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 varied audiences.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
• Understanding of different GitLab implementations and service impact.

Base salary range for US residents: $86,500—$146,400 USD. Range does not include bonuses, equity, or benefits.

• Flexible Paid Time Off
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support
• All remote, asynchronous work environment

GitLab is an equal opportunity employer.