Associate Support Engineer (EMEA)
GitLab
Associate Support Engineer (EMEA)
Job Description
About this Role
Join GitLab as an Associate Support Engineer and empower teams worldwide to innovate through the most comprehensive AI-powered DevSecOps Platform.
Our mission is to enable everyone to contribute to and co-create the software that powers our world, accelerating human progress.
You'll stand at the thrilling intersection of Support and Engineering, solving complex problems in diverse, demanding environments.
Dive deep into Linux systems, Git workflows, logs, and our codebase to troubleshoot performance issues and reproduce edge cases.
Contribute merge requests that directly fix customer-impacting bugs, making GitLab more reliable for millions of users.
Collaborate with elite Product, Development, Infrastructure, Customer Success, and Sales teams to shape the product roadmap.
Embrace AI as a core productivity multiplier, integrating it into daily workflows to drive efficiency and innovation.
Thrive in a high-performance culture fueled by our values, continuous knowledge exchange, and collaboration with industry leaders.
Build exciting tools like GitLab Detective and GitLabSOS that transform troubleshooting into streamlined, powerful processes.
Launch your career where every voice matters, innovation flourishes, and your contributions redefine software development.
Locations
- EMEA (Remote)
Salary
Salary details available upon request
65,000 - 110,000 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 systems administration and troubleshootingintermediate
- Git workflows and source controlintermediate
- Ruby or Bash scriptingintermediate
- Log analysis and debuggingintermediate
- Zendesk ticket managementintermediate
- Merge request contributionsintermediate
- Application configuration analysisintermediate
- Technical documentation writingintermediate
- Cross-functional collaboration toolsintermediate
- On-call incident responseintermediate
Required Qualifications
- Experience managing customer-facing support cases end to end, from inquiry through resolution. (experience)
- Practical familiarity with Linux systems, including basic administration and troubleshooting. (experience)
- Ability to read and write simple scripts in languages such as Ruby or Bash. (experience)
- Basic understanding of Git workflows and common source control concepts. (experience)
- Skill in explaining technical topics clearly to audiences with varying knowledge levels. (experience)
- Comfort collaborating with cross-functional teams including Product, Development, and Sales. (experience)
- Openness to learning new tools and diving into code and logs. (experience)
- Experience triaging and reproducing technical issues in production environments. (experience)
- Ability to create clear bug reports based on customer interactions. (experience)
- Familiarity with analyzing application logs and system configurations. (experience)
Preferred Qualifications
- Experience contributing to open-source projects or codebases. (experience)
- Knowledge of DevSecOps practices and CI/CD pipelines. (experience)
- Familiarity with Zendesk or similar issue tracking systems. (experience)
- Exposure to video conferencing for technical support. (experience)
- Experience with on-call rotations or incident response. (experience)
- Background in server administration or infrastructure support. (experience)
- Skills in documentation writing for technical audiences. (experience)
- Understanding of SaaS versus self-managed deployments. (experience)
- Participation in pairing or knowledge-sharing sessions. (experience)
- Interest in AI tools for productivity and troubleshooting. (experience)
Responsibilities
- Support Self-managed and SaaS customers via Zendesk tickets, merge requests, email, and video calls.
- Troubleshoot production environments by analyzing Linux systems, logs, and configurations.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams.
- Create and update reusable documentation from customer interactions.
- Contribute merge requests to the GitLab codebase to resolve issues.
- Improve support tooling and workflows in the issue tracker.
- Pair with other engineers for troubleshooting and knowledge sharing.
- Participate in weekday and weekend on-call rotations for emergency support.
- Shape product goals, roadmap, priorities, and strategy through feedback.
- Drive durable fixes for root causes of customer-impacting problems.
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: Continuous learning through knowledge exchange.
- general: High-performance culture with valued voices.
- general: Opportunities to collaborate with industry leaders.
Tags & Categories
Associate Support Engineer (EMEA)
GitLab
Associate Support Engineer (EMEA)
Job Description
About this Role
Join GitLab as an Associate Support Engineer and empower teams worldwide to innovate through the most comprehensive AI-powered DevSecOps Platform.
Our mission is to enable everyone to contribute to and co-create the software that powers our world, accelerating human progress.
You'll stand at the thrilling intersection of Support and Engineering, solving complex problems in diverse, demanding environments.
Dive deep into Linux systems, Git workflows, logs, and our codebase to troubleshoot performance issues and reproduce edge cases.
Contribute merge requests that directly fix customer-impacting bugs, making GitLab more reliable for millions of users.
Collaborate with elite Product, Development, Infrastructure, Customer Success, and Sales teams to shape the product roadmap.
Embrace AI as a core productivity multiplier, integrating it into daily workflows to drive efficiency and innovation.
Thrive in a high-performance culture fueled by our values, continuous knowledge exchange, and collaboration with industry leaders.
Build exciting tools like GitLab Detective and GitLabSOS that transform troubleshooting into streamlined, powerful processes.
Launch your career where every voice matters, innovation flourishes, and your contributions redefine software development.
Locations
- EMEA (Remote)
Salary
Salary details available upon request
65,000 - 110,000 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 systems administration and troubleshootingintermediate
- Git workflows and source controlintermediate
- Ruby or Bash scriptingintermediate
- Log analysis and debuggingintermediate
- Zendesk ticket managementintermediate
- Merge request contributionsintermediate
- Application configuration analysisintermediate
- Technical documentation writingintermediate
- Cross-functional collaboration toolsintermediate
- On-call incident responseintermediate
Required Qualifications
- Experience managing customer-facing support cases end to end, from inquiry through resolution. (experience)
- Practical familiarity with Linux systems, including basic administration and troubleshooting. (experience)
- Ability to read and write simple scripts in languages such as Ruby or Bash. (experience)
- Basic understanding of Git workflows and common source control concepts. (experience)
- Skill in explaining technical topics clearly to audiences with varying knowledge levels. (experience)
- Comfort collaborating with cross-functional teams including Product, Development, and Sales. (experience)
- Openness to learning new tools and diving into code and logs. (experience)
- Experience triaging and reproducing technical issues in production environments. (experience)
- Ability to create clear bug reports based on customer interactions. (experience)
- Familiarity with analyzing application logs and system configurations. (experience)
Preferred Qualifications
- Experience contributing to open-source projects or codebases. (experience)
- Knowledge of DevSecOps practices and CI/CD pipelines. (experience)
- Familiarity with Zendesk or similar issue tracking systems. (experience)
- Exposure to video conferencing for technical support. (experience)
- Experience with on-call rotations or incident response. (experience)
- Background in server administration or infrastructure support. (experience)
- Skills in documentation writing for technical audiences. (experience)
- Understanding of SaaS versus self-managed deployments. (experience)
- Participation in pairing or knowledge-sharing sessions. (experience)
- Interest in AI tools for productivity and troubleshooting. (experience)
Responsibilities
- Support Self-managed and SaaS customers via Zendesk tickets, merge requests, email, and video calls.
- Troubleshoot production environments by analyzing Linux systems, logs, and configurations.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams.
- Create and update reusable documentation from customer interactions.
- Contribute merge requests to the GitLab codebase to resolve issues.
- Improve support tooling and workflows in the issue tracker.
- Pair with other engineers for troubleshooting and knowledge sharing.
- Participate in weekday and weekend on-call rotations for emergency support.
- Shape product goals, roadmap, priorities, and strategy through feedback.
- Drive durable fixes for root causes of customer-impacting problems.
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: Continuous learning through knowledge exchange.
- general: High-performance culture with valued voices.
- general: Opportunities to collaborate with industry leaders.
Tags & Categories