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Job Description
GitLab is seeking an Intermediate Support Engineer to join their team, focusing on supporting US Federal clients. This role is embedded within the Engineering department, bridging the gap between Support and Engineering. The engineer will interact with customers daily, troubleshooting complex issues, contributing to bug fixes, and improving documentation.
Responsibilities:
- Collaborate with Public Sector organizations and United States Government agencies.
- Support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencing.
- Collaborate with Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs.
- Create and update documentation based on customer interactions.
- Participate in regular rotations for weekday and weekend on-call coverage.
- Participate in hiring processes.
Requirements:
- Experience in managing customer facing cases.
- 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).
- Experience with Git and CI/CD.
- Expertise in writing support content.
- Ability to communicate complex technical topics.
- Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes.
- Understanding and/or experience with common information security and compliance concepts and controls.
- US Citizen, living and working in the United States, willing and able to achieve US federal security clearance if needed.
GitLab offers:
- All remote, asynchronous work environment
- Flexible Paid Time Off
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
