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GitLab · 2 weeks ago

Associate Support Engineer (AMER - PST / MST)

United States

Full-time

Remote

New Grad, Entry Level

$58K/yr - $125K/yr

GitLab is an open-core software company that develops a comprehensive AI-powered DevSecOps Platform. The Associate Support Engineer will work closely with customers and internal teams to resolve technical issues, contribute to source code, and improve documentation and support processes.

Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS

Comp. & Benefits

Responsibilities

Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing

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

Create and update documentation based on customer interactions

Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example, as a Support Stable Counterpart)

Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our self-managed and SaaS customers and working with our SaaS Production team to coordinate incident communications

Qualification

Linux administrationTechnical troubleshootingScripting languagesGit-based workflowsCustomer communication

Required

Experience owning customer-facing technical cases end-to-end, from initial inquiry and triage through coordination, documentation, and follow-up with engineering and product teams

Basic Proficiency working in Linux-based environments, including comfort with the command line and Git-based workflows

Familiarity with at least one scripting language (for example Ruby, Bash, Python, or similar) to automate tasks and support troubleshooting

Strong technical troubleshooting and problem-solving skills, using logs, metrics, and diagnostic tools to investigate, reproduce, and help resolve complex issues

Ability to communicate complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds