GitLab · 2 weeks ago
Intermediate Support Engineer (AMER)
United States
Full-time
Remote
Mid Level
$87K/yr - $187K/yrGitLab is an open-core software company that develops an AI-powered DevSecOps Platform. As a Support Engineer, you will help customers solve complex challenges with GitLab by troubleshooting issues, collaborating with various teams, and improving support processes.
Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS
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
Qualification
Required
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
Benefits
Flexible Paid Time Off
Team Member Resource Groups
Equity Compensation & Employee Stock Purchase Plan
Growth and Development Fund
Parental leave
Home office support
Company
GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$413.5MKey Investors
ICONIQ GrowthGoogle VenturesAugust Capital
2021-10-14IPO
2019-09-17Series E· $268M
2018-09-19Series D· $100M
Leadership Team
Bill Staples
Chief Executive Officer
Sytse Sijbrandij
Co-founder and Executive Chair
Recent News
The Motley Fool
2026-01-21
2026-01-16
2026-01-16
Company data provided by crunchbase