Intermediate Support Engineer

What you’ll do:

• Support a mix of Self-managed and GitLab.com customers, resolving complex issues through Zendesk tickets, merge requests, and video calls.
• Investigate and troubleshoot issues using Linux tools, logs, and the GitLab codebase, creating merge requests to resolve customer problems.
• Collaborate with Product, Development, and other teams to shape product goals and priorities while driving fixes and new features.

What you’ll bring:

• Experience managing customer-facing technical cases from first contact through resolution.
• Strong Linux systems administration knowledge and scripting skills in Ruby or Bash.
• Hands-on experience with Git and CI/CD in production or customer environments.

About the team:

• We are a globally distributed group of Support Engineers across AMER, EMEA, and APAC helping customers keep environments running smoothly.
• We own front-line technical support, working on tickets, digging into code and logs, and collaborating through pairing sessions and Slack.
• We are trusted to structure our shifts to support personal lives while meeting customer needs, thanks to GitLab’s transparency value.