Assigned Support Engineer

November 13

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GitLab

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Artificial Intelligence • Enterprise • SaaS

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

📋 Description

• Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers. • Proactively engage with and build rapport with key customer stakeholders. • Collaborate with our Product, Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy • Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing. • Collaborate effectively with Support Engineering team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart). • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

🎯 Requirements

• 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 • Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms. • Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling. • Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer • 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) • Expertise in writing support content • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental leave • Home office support