From the listing
About the role
GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity, improve operational efficiency, and reduce security risk. More than 50 million users and 50% of the Fortune 100 trust GitLab to ship secure software faster.
Support Engineering at GitLab is embedded within the Engineering department. You will interact with customers daily on complex edge cases, troubleshoot performance problems using tools like strace, and dive deep into the codebase to submit merge requests for customer issues.
This is a shift role requiring 8-hour shifts consisting of 4 weekdays and 1 weekend day. The team is globally distributed and emphasizes collaboration through pairing sessions and asynchronous work.
What you'll do
- Support a mix of Self-managed and GitLab.com (SaaS) customers via Zendesk tickets, merge requests, email, and video conferencing
- Collaborate with Product, Development, and Infrastructure teams to 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 for emergency support
- Contribute to the source code and improve support processes in the issue tracker
- Participate in hiring processes by reviewing applications and conducting interviews
What they're looking for
- Experience managing customer facing cases through the entire support lifecycle
- Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
- Ability to use scripting languages, preferably Ruby or Bash
- Experience with MVC frameworks, preferably Ruby on Rails
- Experience with Git and CI/CD
- Expertise in writing support content
- Ability to communicate complex technical topics to varying audiences
- Familiarity with DevOps methodologies, Serverless, and Kubernetes
From the company page
Gitlab benefits
◉ Remote policy · in their words
“We've scaled as an asynchronous, no-office company that's consistently recognized as a great place to work.”
Pulled from their careers page · verified by Atlas
The hot takeJeff's read on Gitlab
GitLab has put more effort into their employee marketing and policies than 99.99% of the companies we've researched over the years. Seriously, their handbook is absolutely massive.
The ONLY thing that throws me off about them is an unclear statement about their stance on what "work from anywhere" actually means. They say:
"All-remote means that each individual in an organization is empowered to work and live where they are most fulfilled."
But they also say that hey need to have an entity in your home country in order to be hired, so I'd love to know if they have a list of the countries they will hire from.