[Remote] Support Engineer (AMER)

Note: The job is a remote job and is open to candidates in USA. GitLab is hiring a Support Engineer to help customers troubleshoot complex GitLab environments and resolve technical issues. The role combines customer support with engineering collaboration, code contributions, documentation, and improvements to support 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
  • Ability to use MVC frameworks
  • 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
  • Ruby or Bash
  • Ruby on Rails

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

    Watch Netflix (Tagger): $12-$46

    Tutors Needed in Miami Lakes, FL | $20-$30/hr

    Remote reputed company Data Entry & ETL Engineer – Day & Night Shifts – arenaflex Data Platform & Cloud Integration

    Experienced Remote Pharmacy Technician – Data Entry & Claims Processing – reputed company, Flexible Hours

    Remote Receptionist (Part-Time 15-20 hours/week) – Amazon Store

    Amazon Data Entry Clerk (Remote)

    Work From Home

    Jobs for Teens near Cutler Bay | Part-time

    Remote HR Internship – People & Culture

    **Experienced Overnight Remote Chat Consultant – 24/7 Customer Support Specialist (Remote) – $25–$35/hr**

    Flight Attendant (PT/FT)

    Chat Moderator Job - No Prior Experience Needed, Earn $25-$35/Hour

    Flight Attendant (PT/FT)

    Watch Netflix (Tagger): $12-$46

    Delta Airlines Remote Customer Support - Work From Your Own Home

    Customer Service Agent (PT or FT)

    Unpaid-Volunteer Position -CRM & Data Systems Manager (Bloomerang CRM & Financial Data Operations)

    Google Jobs Remote Data Entry

    **Remote Data Entry Specialist – $28/hour – Immediate Start – Join arenaflex’s Innovative Remote Team**

    Remote Staff Accountant (Entry Level) - Cannabis Industry

    American Airlines Flight Attendant

    **Experienced Online Data Entry Assistant – Entry-Level Position for Teenagers (15-18 Years Old)**

    Data Entry Opportunity for 17-Year-Olds - reputed company Valuable Work Experience and reputed company

    Island Boat Captain - Bahamas

    Entry level / Data Entry Clerk (Remote)

    Manager - International Account Development (Virtual - East Coast/Midwest)

    Part time job Yelp Jobs for Removing Spam comment Job ID- 630 Job ID- 2828

    Curriculum Assessment Book Writers (Freelance, Project-based)

    Part Time Remote Data Entry Specialist - Flexible Hours with a Global Financial Leader blithequark

    2027 Investment Banking Summer Associate (MBA) Program (Singapore)

    Freelance Transcribers – Multiple Languages (EU, AU & LATAM)

    Work From Home!! | Content Moderator | Listing QC | 3 month contract (renewable)

    Experienced Remote Data Entry Clerk - Typist for blithequark's Data Management Team

    OnlyFans Chatter Entry Level (No Experience)

    Beginner-Friendly Live Chat Specialist Roles | Earn $25-$35/hr with Immediate Start

    Freelance Proofreader - Employee Benefits / Insurance (Remote)

    Online Listener (Night Shift) – Work From Home Fresher Job (Part time/Remote)

    Frito-Lay - Warehouser/Material Handler $18-$26/hr

    Flexible Hours, Remote Work, Customer Service Role Paying Up To 19 Per Hour

    Remote Data Entry Specialist – High‑Pay, Full‑Time, Work‑From‑Home Opportunity with skillspath

    United Airlines Reservations Representative (Remote)

    Hiring Now: Data Entry Career Job At Delta Airlines Hiring Now

    Experienced Remote Virtual Support - FedEx Data Entry Specialist: Work from Home with a Leading Logistics Company

    Customer Support Representative - Disney Jobs at Home: Delivering Magical Experiences to Fans Worldwide in a Remote Setting

    Technical Project Manager (Fully Remote, Full time is 35 hours/week) USA

    Pharmacy Customer Service Assoc. Cert

    Work from Home Overnight Jobs | Remote Overnight Customer Care Specialist | $25-$35/hr

    American Airlines Flight Attendant

    Pepsico Remote Jobs (Night Shift, Full Time) $30/Hour ? Hiring Now ? Hire Me Remotely

    Remote Data Entry -Time Focus Group Participants (Up To $750/Week)

    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...