Intermediate Support Engineer (SHIFT)

📋 Description

• Support a mix of Self-managed and GitLab.com customers via tickets, merge requests, email and video
• Collaborate with Product, Development, Infrastructure, Customer Success and Sales teams to build
• Create and update documentation based on customer interactions; contribute to support processes and
• Participate in regular on-call rotations (weekday and weekend daytime) to provide emergency
• Engage in hiring processes by reviewing applications and participating in interviews.

🎯 Requirements

• Experience managing customer-facing cases end-to-end, including triage and reproduction; write bug
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• Ability to use scripting languages (prefer Ruby or Bash) and MVC frameworks (prefer Ruby on Rails).
• Experience with Git and CI/CD; writing and updating support content.
• Strong communication skills to explain complex topics to customers and teammates with varying skill
• Familiarity with DevOps practices and technologies like Serverless and Kubernetes; understanding

🎁 Benefits

• Benefits to support health, finances, and well-being.
• All-remote work environment with asynchronous options and flexible PTO.
• Team Member Resource Groups, equity compensation, and growth opportunities.