[Remote] Support Engineer (AMER)

Other Jobs To Apply

Note: The job is a remote job and is open to candidates in USA. GitLab is an intelligent orchestration platform for DevSecOps that helps organizations improve developer productivity, operational efficiency, security, compliance, and digital transformation. The Support Engineer will support Self-managed and GitLab.com customers, troubleshoot complex technical issues, collaborate with product and engineering teams, contribute code and documentation, and participate in on-call coverage and hiring processes.


Responsibilities

  • Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
  • Collaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
  • Create and update documentation based on customer interactions
  • Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
  • 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
  • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews

Skills

  • 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 hand off to the development team, and case resolution
  • 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 to customers and coworkers of varying technical skill level
  • Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
  • Understand a range of different GitLab implementations, and how service interruptions impact the customer

Benefits

  • Benefits to support your health, finances, and well-being
  • All remote, asynchronous work environment
  • Flexible Paid Time Off
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and development budget
  • Parental leave
  • Home office support

Company Overview

  • GitLab is a web-based Git repository manager that offers a variety of features for software development teams. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is

  • Back to blog

    Other Jobs To Apply

    Remote Real-Time Captioning Scribe

    Legal Transcriptionist - Milwaukee(remote)

    Work at Home Data Entry Agent - Part Time

    (Reviewer) Netflix Job Openings Application $335/Hours – Job ID- 404 Job ID- 2577

    Overnight Jobs Near Me Remote | $25–$35/Hour Night Shift Work from Home – No Experience, No Commute, Just Quiet, Paid Work

    Registered Nurse - Utilization Management (Remote)

    Clerks. Part Time Data Entry Home Based

    FULL TIME Netflix Remote No Experience $24/hour At Careermilard

    [Remote] Data Entry Specialist, Entry Level

    **Experienced Overnight Chat Assistant – Remote Evening Shift Support Specialist**

    Entry-Level Content Moderator: Guard Global Community

    Part-Time Data Entry (night shifts) – onlinehealthjourney (job id : 1675673842)

    Evening Customer Care Associate – Healthcare Member Services & Navigation (Remote – Full‑Time, Evening Shift)

    Amazon Immediate Data Entry and Form Filling Job Opening - Work from Home

    Work at Home Chat Support for Moms with No Experience

    Remote Cybersecurity GRC Evaluator for AI Outputs

    US-Based Remote Airport Testing Specialist (Freelance)

    Amazon Warehouse Clerk – Florence, SC

    Data Entry Clerk Work From Home - Part-Time Focus Group Participants (Up To $750/Week)

    Work From Home Office Assistant

    Remote Entry Level Sales Representative

    Security Consultant Intern - Hands-on Cyber Defense

    Art Archivist

    Remote Administrative Assistant

    Remote Data Entry Amazon Specialist - No Experience - Part-Time

    **Experienced Part-Time Evening Customer Service Representative – Shareholder Communications Specialist**

    Telehealth Representative - Remote Evening & Weekend Work

    Entry-Level Remote Data Entry Specialist for Aetna Careers At Home - Studies, Resolution, and Records Correction

    Online Amazon Jobs (Full Time) At Home – Office Associate

    Real Estate Virtual Assistant - Remote

    Online Data Entry- Remote

    Charter Cabin Attendant (Flight Attendant)

    Walmart Careers Remote (Specialist, Building Controls) $20-25 An Hour

    **Work From Home Entry Level Remote Chat Support (Non-phone) Representative – Flexible and Rewarding Career Opportunity**

    Stay-at-Home Moms 21–39: Become a Paid Gestational Carrier (Prior Birth Required Paid $50K-$85K)

    amazon work from home $15+/ Hour (Sign on Bonus!)!

    Amazon Customer Service - Work From Home $16-$24/hr

    Walmart Remote Jobs – Data Entry & Support Roles Hiring Now

    Call Center Agent (PT or FT - 100% Work From Home)

    Remote Tele-Radiologist CT & MRI Reports (Case-Based Pay)

    Copywriter/ Typing- Remote

    Remote Data Entry Specialist

    Distance Learning– Adjunct Faculty – Online (Remote) – College of Education

    Online Transcription Jobs for Teens Entry Level

    **Immediate Hiring: Data Entry Specialist (Night Shift) at arenaflex**

    Copywriter - Fundraising & Marketing Remote Entry Level

    Remote Junior Sports Data Entry Administrator – Global Sports Analytics & Data Management Specialist

    amazon flex $15+/ Hour (Sign on Bonus)!

    Data Entry Specialist – Entry‑Level Logistics Data Management Role with UPS (Remote, Immediate Start, No Experience Required)

    Sales District Leader Trainee

    Common Interview Questions And Answers

    1. HOW DO YOU PLAN YOUR DAY?

    This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

    2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

    When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

    3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

    Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

    4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

    With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

    5. HOW DO YOU PROCESS INFORMATION?

    Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

    6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

    Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

    7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

    Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

    8. HOW TO PRIORITIZE WORK?

    The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

    9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

    Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

    10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

    This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...