Assigned Support Engineer / Senior Support Engineer (AMER)
GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.
The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
Requirements
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.
The application process will continue on the employer's website.