Intermediate Support Engineer

New

Skills

Bash CI/CD Devops Engineer Git Linux Systems Administration Ruby On Rails SaaS Serverless Zendesk

Join GitLab as an Intermediate Support Engineer and play a vital role where Support and Engineering intersect. This shift-based, fully remote position (23:00 to 08:00 UTC) offers the opportunity to work collaboratively with global teams, solve complex technical issues, and contribute directly to GitLab’s codebase, documentation, and support processes. Engage daily with diverse customers, troubleshoot advanced issues in self-managed and SaaS environments, and help shape the GitLab experience for users worldwide.

Job Overview
  • Work within the Engineering department as a key support team member.
  • Handle customer cases involving advanced troubleshooting and technical problem-solving.
  • Contribute to code, documentation, and support process improvements.
  • Collaborate with global teams across Product, Development, and Infrastructure.
  • Flexible, remote, and asynchronous work environment.
Key Responsibilities
  • Provide technical support to Self-managed and GitLab.com (SaaS) customers through various channels (Zendesk, merge requests, email, video).
  • Troubleshoot complex Linux administration and application issues, including performance and code-level problems.
  • Collaborate with Product, Development, Infrastructure, and Customer Success teams to resolve bugs and shape product strategy.
  • Create and update technical documentation based on customer interactions.
  • Participate in on-call rotations for emergency support and incident communications.
  • Engage in team hiring processes, including application reviews and interviews.
Required Skills & Qualifications
  • Strong Linux systems administration expertise (LFCE or RHCE equivalent).
  • Experience with scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
  • Proficiency in Git and CI/CD tools.
  • Excellent written and verbal communication skills for technical audiences of varying skill levels.
  • Ability to manage the full support lifecycle from inquiry to resolution, including bug report writing and triage.
  • Familiarity with DevOps tools and methodologies, including Serverless and Kubernetes.
  • Experience in writing and maintaining technical support content and documentation.
  • Collaborative mindset, comfortable working across distributed, multicultural teams.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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