Intermediate Support Engineer – SHIFT

🕒 August 5

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

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.

📋 Description

• Support Self-managed and GitLab.com (SaaS) customers and resolve issues 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, roadmaps, priorities, and strategy • Create and update documentation based on customer interactions • Collaborate with Support team members through pairing sessions and with other GitLab team members • Participate in weekday and weekend daytime on-call rotations, providing emergency customer support or coordinating incident communications with the SaaS Production team • Review applications and assessments and participate in interviews • Contribute to source code, documentation, support processes, troubleshooting tools, and merge requests

🎯 Requirements

• Experience managing customer-facing cases through the full support lifecycle, from inquiry and triage through reproduction, bug reporting, and resolution • Excellent Linux systems administration knowledge, equivalent to LFCE or RHCE knowledge • Ability to use scripting languages, preferably Ruby or Bash • Ability to use MVC frameworks, preferably Ruby on Rails • Experience with Git and CI/CD • Expertise in writing support content • Ability to communicate complex technical topics to customers and coworkers with varying technical skill levels • Familiarity with DevOps methodologies and technologies such as Serverless and Kubernetes • Understanding of different GitLab implementations and how service interruptions impact customers • Availability for 8-hour shifts covering four weekdays and one weekend day, plus weekday and weekend daytime on-call rotations

🏖️ Benefits

• Benefits to support your health, finances, and well-being • All remote, asynchronous work environment • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and development budget • Parental leave • Home office support