Associate Support Engineer

About the Role

As an Associate Support Engineer at GitLab, you'll be deeply embedded within our Engineering department, operating at the intersection of Support and Engineering. This role offers a unique opportunity to interact daily with customers, troubleshoot complex edge cases, and directly contribute to our codebase to resolve issues and improve the GitLab platform.

Responsibilities

• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving issues via Zendesk, merge requests, email, and video conferencing.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to build features, fix bugs, and shape product strategy.
• Create and update documentation based on customer interactions to enhance user experience.
• Engage in pairing sessions with Support team members and act as a Support Stable Counterpart to other GitLab teams.
• Participate in regular weekday and weekend on-call rotations (daytime only) for emergency support and incident coordination.
• Dive deep into the codebase and contribute merge requests to fix customer issues.
• Improve support processes and contribute to internal tools.

Requirements

• Proven experience and passion for managing customer-facing cases throughout the entire support lifecycle, from triage to resolution.
• Basic knowledge of Linux systems.
• Basic familiarity with scripting languages, preferably Ruby or Bash.
• Fundamental understanding of Git.
• Excellent ability to communicate complex technical topics clearly to customers and colleagues of varying technical skill levels.

About the Team

Our globally distributed Support team works across AMER, EMEA, and APAC regions, tackling complex problems by digging into code and logs. We foster an extraordinary and exciting collaborative environment, solving challenges together through pairing sessions, 1:1s, coffee chats, and Slack conversations. Our commitment to transparency means you can explore our Support Team page, company roadmap, and even listen to our meetings.