[Remote] Associate Support Engineer (AMER)

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Note: The job is a remote job and is open to candidates in USA. GitLab is an open-core software company that develops a comprehensive AI-powered DevSecOps Platform. The Associate Support Engineer will engage with customers to resolve issues, collaborate with various teams to improve product features, and contribute to documentation and 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

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 handoff to the development team, and case resolution
  • Basic Linux systems knowledge
  • Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash)
  • Basic understanding of Git
  • Ability to communicate technical topics to customers and coworkers of varying technical skill level

Benefits

  • Flexible Paid Time Off
  • Team Member Resource Groups
  • Equity Compensation & Employee Stock Purchase Plan
  • Growth and Development Fund
  • 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 http://about.gitlab.com.

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