Associate Support Engineer (AMER - PST / MST)
GitLab
Associate Support Engineer (AMER - PST / MST)
Job Description
About this Role
Join GitLab as an Associate Support Engineer and immerse yourself in the intersection of support and engineering within a world-class DevSecOps platform.
Empower everyone to contribute to software that shapes our world, accelerating human progress through open-core innovation.
Dive into complex customer environments daily, tackling edge cases that challenge even the most seasoned engineers.
Collaborate directly with product and development teams to reproduce bugs, craft merge requests, and drive impactful fixes.
Contribute to source code, enhance documentation, and pioneer efficient support tools that redefine troubleshooting.
Experience a high-performance culture where AI amplifies productivity, innovation thrives, and every voice fuels progress.
Build cutting-edge projects like automated issue detectors and log parsers that transform customer support.
Thrive in an environment of continuous knowledge exchange, pairing sessions, and solving intricate problems together.
Be part of a mission-driven team united by values that break barriers and co-create the future of software development.
Launch your career at GitLab, where exceptional challenges meet unparalleled opportunities for growth and impact.
Locations
- Americas (Remote)
Salary
Salary details available upon request
85,000 - 140,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Linux command line proficiencyintermediate
- Git workflowsintermediate
- Scripting (Ruby, Bash, Python)intermediate
- Technical troubleshootingintermediate
- Zendesk ticketingintermediate
- Merge requestsintermediate
- Documentation writingintermediate
- Customer communicationintermediate
- On-call incident responseintermediate
- Log analysisintermediate
Required Qualifications
- Experience owning customer-facing technical cases end-to-end from triage to resolution. (experience)
- Basic proficiency working in Linux-based environments. (experience)
- Comfort with command line interfaces and Git-based workflows. (experience)
- Familiarity with at least one scripting language like Ruby, Bash, or Python. (experience)
- Strong technical troubleshooting and problem-solving skills. (experience)
- Ability to communicate complex technical topics clearly and empathetically. (experience)
- Experience coordinating with engineering and product teams. (experience)
- Comfort handling customer interactions via tickets, email, and video. (experience)
- Willingness to participate in on-call rotations for emergency support. (experience)
- Ability to document findings and update resources based on interactions. (experience)
Preferred Qualifications
- Advanced Linux administration experience. (experience)
- Contributions to open-source projects. (experience)
- Experience with DevOps platforms or CI/CD pipelines. (experience)
- Proficiency in multiple scripting languages. (experience)
- Background in software development or QA. (experience)
- Familiarity with Zendesk or similar ticketing systems. (experience)
- Experience with ChatOps integrations. (experience)
- Knowledge of containerization technologies. (experience)
- Prior work in high-availability environments. (experience)
- Skills in creating merge requests and code reviews. (experience)
Responsibilities
- Resolve issues for self-managed and SaaS customers via Zendesk, merge requests, email, and video.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams.
- Create and update documentation from customer interactions.
- Participate in pairing sessions with Support team members.
- Engage as Support Stable Counterpart with engineering teams.
- Handle weekday and weekend on-call rotations for emergency support.
- Coordinate incident communications with SaaS Production team.
- Dive into codebase to diagnose and fix customer issues.
- Build tools for troubleshooting like log parsers and install checkers.
- Contribute to source code and improve support processes.
Benefits
- general: Comprehensive benefits supporting health, finances, and well-being.
- general: Flexible Paid Time Off policy.
- general: Team Member Resource Groups for inclusion and belonging.
- general: Equity Compensation and Employee Stock Purchase Plan.
- general: Growth and Development Fund for professional advancement.
- general: Generous Parental Leave.
- general: Home office support and equipment.
- general: Bonuses and incentive pay opportunities.
- general: Continuous learning through handbook resources.
- general: Inclusive culture with equal opportunity practices.
Tags & Categories
Answer 10 quick questions to check your fit for Associate Support Engineer (AMER - PST / MST) @ GitLab.
Related Books and Jobs
Associate Support Engineer (AMER - PST / MST)
GitLab
Associate Support Engineer (AMER - PST / MST)
Job Description
About this Role
Join GitLab as an Associate Support Engineer and immerse yourself in the intersection of support and engineering within a world-class DevSecOps platform.
Empower everyone to contribute to software that shapes our world, accelerating human progress through open-core innovation.
Dive into complex customer environments daily, tackling edge cases that challenge even the most seasoned engineers.
Collaborate directly with product and development teams to reproduce bugs, craft merge requests, and drive impactful fixes.
Contribute to source code, enhance documentation, and pioneer efficient support tools that redefine troubleshooting.
Experience a high-performance culture where AI amplifies productivity, innovation thrives, and every voice fuels progress.
Build cutting-edge projects like automated issue detectors and log parsers that transform customer support.
Thrive in an environment of continuous knowledge exchange, pairing sessions, and solving intricate problems together.
Be part of a mission-driven team united by values that break barriers and co-create the future of software development.
Launch your career at GitLab, where exceptional challenges meet unparalleled opportunities for growth and impact.
Locations
- Americas (Remote)
Salary
Salary details available upon request
85,000 - 140,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Linux command line proficiencyintermediate
- Git workflowsintermediate
- Scripting (Ruby, Bash, Python)intermediate
- Technical troubleshootingintermediate
- Zendesk ticketingintermediate
- Merge requestsintermediate
- Documentation writingintermediate
- Customer communicationintermediate
- On-call incident responseintermediate
- Log analysisintermediate
Required Qualifications
- Experience owning customer-facing technical cases end-to-end from triage to resolution. (experience)
- Basic proficiency working in Linux-based environments. (experience)
- Comfort with command line interfaces and Git-based workflows. (experience)
- Familiarity with at least one scripting language like Ruby, Bash, or Python. (experience)
- Strong technical troubleshooting and problem-solving skills. (experience)
- Ability to communicate complex technical topics clearly and empathetically. (experience)
- Experience coordinating with engineering and product teams. (experience)
- Comfort handling customer interactions via tickets, email, and video. (experience)
- Willingness to participate in on-call rotations for emergency support. (experience)
- Ability to document findings and update resources based on interactions. (experience)
Preferred Qualifications
- Advanced Linux administration experience. (experience)
- Contributions to open-source projects. (experience)
- Experience with DevOps platforms or CI/CD pipelines. (experience)
- Proficiency in multiple scripting languages. (experience)
- Background in software development or QA. (experience)
- Familiarity with Zendesk or similar ticketing systems. (experience)
- Experience with ChatOps integrations. (experience)
- Knowledge of containerization technologies. (experience)
- Prior work in high-availability environments. (experience)
- Skills in creating merge requests and code reviews. (experience)
Responsibilities
- Resolve issues for self-managed and SaaS customers via Zendesk, merge requests, email, and video.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams.
- Create and update documentation from customer interactions.
- Participate in pairing sessions with Support team members.
- Engage as Support Stable Counterpart with engineering teams.
- Handle weekday and weekend on-call rotations for emergency support.
- Coordinate incident communications with SaaS Production team.
- Dive into codebase to diagnose and fix customer issues.
- Build tools for troubleshooting like log parsers and install checkers.
- Contribute to source code and improve support processes.
Benefits
- general: Comprehensive benefits supporting health, finances, and well-being.
- general: Flexible Paid Time Off policy.
- general: Team Member Resource Groups for inclusion and belonging.
- general: Equity Compensation and Employee Stock Purchase Plan.
- general: Growth and Development Fund for professional advancement.
- general: Generous Parental Leave.
- general: Home office support and equipment.
- general: Bonuses and incentive pay opportunities.
- general: Continuous learning through handbook resources.
- general: Inclusive culture with equal opportunity practices.
Tags & Categories
Answer 10 quick questions to check your fit for Associate Support Engineer (AMER - PST / MST) @ GitLab.
Related Books and Jobs