Support Engineer (AMER)

<div class="content-intro"><p>GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.</p> <p>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&nbsp;and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.</em></p></div><h4><strong>An overview of this role</strong></h4> <p><span style="font-weight: 400;">Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.&nbsp;</span></p> <p><span style="font-weight: 400;">That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.</span></p> <p><span style="font-weight: 400;"><br></span><span style="font-weight: 400;"> Some examples of our projects:&nbsp;</span></p> <ul> <li><a href="https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective">A tool to automatically check a GitLab Omnibus install for known issues</a></li> <li>A<a href="https://gitlab.com/gitlab-com/support/toolbox/gitlabsos"> solution to capture the state of a customer’s server</a> for easier troubleshooting</li> <li><a href="https://gitlab.com/gitlab-com/support/toolbox/sosparser">A tool which turns log files into interactive tables to easily sort and filter columns</a></li> <li>A functionality to<a href="https://docs.gitlab.com/ee/ci/chatops/"> ChatOps</a> to make it easier to identify user accounts on GitLab.com</li> </ul> <p><strong>What you’ll do</strong><span style="font-weight: 400;">&nbsp;&nbsp;</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with our </span><a href="https://about.gitlab.com/handbook/product/"><span style="font-weight: 400;">Product</span></a><span style="font-weight: 400;">, </span><a href="https://about.gitlab.com/handbook/engineering/development/"><span style="font-weight: 400;">Development</span></a><span style="font-weight: 400;">, </span><a href="https://about.gitlab.com/handbook/engineering/infrastructure/"><span style="font-weight: 400;">Infrastructure</span></a><span style="font-weight: 400;">, </span><a href="https://about.gitlab.com/handbook/customer-success/"><span style="font-weight: 400;">Customer Success</span></a><span style="font-weight: 400;"> and </span><a href="https://about.gitlab.com/handbook/sales/"><span style="font-weight: 400;">Sales</span></a><span style="font-weight: 400;"> Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Create and update documentation based on customer interactions</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with Support team members (through </span><a href="https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w"><span style="font-weight: 400;">Pairing Sessions</span></a><span style="font-weight: 400;">) and other GitLab team members (for example: as a </span><a href="https://about.gitlab.com/handbook/support/#support-stable-counterpart"><span style="font-weight: 400;">Support Stable Counterpart</span></a><span style="font-weight: 400;">)</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.</span></li> </ul> <p>&nbsp;</p> <p><strong>What you’ll bring&nbsp;</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">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</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)</span></li> <li style="font-weight: 400;&q