Support Engineer (EMEA)

Job Description

GitLab is seeking a Support Engineer to join their Engineering department. This role involves interacting with customers, troubleshooting complex issues, contributing to the codebase, improving documentation, and building efficient support processes. The Support Engineer will support both Self-managed and GitLab.com customers, collaborate with various teams, create and update documentation, and participate in on-call rotations and hiring processes.

Responsibilities:

• Support Self-managed and GitLab.com customers via Zendesk, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams.
• Create and update documentation.
• Participate in regular on-call rotations.
• Participate in hiring processes.

Requirements:

• Experience in managing customer-facing cases.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• Ability to use scripting languages (Ruby or Bash) and MVC frameworks (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 Serverless and Kubernetes.
• Understand different GitLab implementations and their impact on customers.

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