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Support Engineer

Closing: Nov 13, 2022

This position has expired

Published: Nov 11, 2022 (18 days ago)

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Job Summary

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Support Engineering at GitLab isn’t just a title - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. That’s not all though - you’d equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

Requirements

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. 

You should apply if:

  • you're a natural communicator and delight in using those skills to help others. 
  • you love exploring new technologies and figuring things out the hard way.
  • you enjoy solving many small problems per day.

You're a support professional

  • you’ve got 2+ years of experience in a support or other service-oriented customer facing role.
  • within the last 5 years, you've worked at one company for at least 2 years.
  • you’re experienced in writing support content.
  • you’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
  • you have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
  • you're comfortable using support platforms such as ZenDesk and Salesforce.

You've got the technical acumen

  • you understand DevOps methodologies and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • you’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • you have excellent Ruby on Rails knowledge and are fluent on the Rails console, or you're proficient in working with another MVC framework (Django, Laravel or others) and will be able to pick up Rails quickly.
  • you’re experienced with Git and CI/CD.
  • you have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).


Responsibilities
Support Engineering at GitLab isn’t just a title - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. That’s not all though - you’d equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

Requirements

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. 

You should apply if:

  • you're a natural communicator and delight in using those skills to help others. 
  • you love exploring new technologies and figuring things out the hard way.
  • you enjoy solving many small problems per day.

You're a support professional

  • you’ve got 2+ years of experience in a support or other service-oriented customer facing role.
  • within the last 5 years, you've worked at one company for at least 2 years.
  • you’re experienced in writing support content.
  • you’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
  • you have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
  • you're comfortable using support platforms such as ZenDesk and Salesforce.

You've got the technical acumen

  • you understand DevOps methodologies and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
  • you’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • you have excellent Ruby on Rails knowledge and are fluent on the Rails console, or you're proficient in working with another MVC framework (Django, Laravel or others) and will be able to pick up Rails quickly.
  • you’re experienced with Git and CI/CD.
  • you have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).


As a Support Engineer, you will:

  • resolve customer issues via email and video conferencing.
  • support a mix of Self-managed and GitLab.com (SaaS) customers.
  • collaborate with our Product and Development Teams to build new features and fix bugs.
  • create and update documentation based on customer interactions.
  • work hard to solve customer problems while delighting them along the way.
  • participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications.
  • work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
  • continually research and learn the current and future best practices of using GitLab.
  • participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
  • suggest and implement improvements to Support workflows.


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