GitLab · 10 hours ago

Senior Support Engineer (AMER)

United States

Full-time

Remote

Senior Level

$87K/yr - $187K/yr

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Comp. & Benefits

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Responsibilities

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

Transition to working with assigned accounts, taking the initiative to understand their environments, business objectives, and challenges proactively

Advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience

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 as required), providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications

Participate in our hiring processes by reviewing applications and assessments and by participating in interviews.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support lifecycleGitLabCI/CDLinux administrationScripting languagesRubyBashRuby on RailsWriting support contentDevOps methodologiesServerlessKubernetes

Required

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 handoff to the development team, and case resolution

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.