Intermediate Support Engineer (AMER - PST / MST)

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and improve operational efficiency. As a Support Engineer, you will help customers troubleshoot complex issues and collaborate with various teams to enhance product offerings and support processes.

Responsibilities:

• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features
• Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems
• Create and update clear, reusable documentation and support content based on real customer interactions and edge cases
• Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge
• Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team
• Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient
• Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team

Requirements:

• Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution
• Strong Linux systems administration knowledge comparable to LFCE or RHCE certification
• Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails
• Hands-on experience with Git and CI/CD in production or customer environments
• Skill in writing clear, accurate support content and documentation based on real customer scenarios
• Ability to explain complex technical topics to people with varying levels of technical expertise
• Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers
• Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles