[Remote] Associate Support Engineer (AMER) at GitLab

Americas

Apply Now

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software DevelopmentIndustries

Requirements

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

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

Key technologies and capabilities for this role

LinuxstracetroubleshootingGitLabDevSecOpsAImerge requestsbug reproductionperformance analysis

Questions & Answers

Common questions about this position

What does the Associate Support Engineer role at GitLab involve?

You'll support Self-managed and GitLab.com customers by resolving issues via Zendesk tickets, merge requests, email, and video conferencing, while collaborating with Product, Development, Infrastructure, and Customer Success teams.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at GitLab?

GitLab has a high-performance culture driven by values and continuous knowledge exchange, where every voice is valued, careers accelerate, and team members collaborate with industry leaders to solve complex problems while embracing AI as a productivity multiplier.

What skills or experience make a strong candidate for this role?

Strong candidates have skills in troubleshooting complex environments like a Linux administrator using tools such as strace, interacting with engineering teams on codebases and merge requests, reproducing bugs, and contributing to source code, documentation, and support processes.

GitLab

Unified DevOps platform for software development

About GitLab

GitLab offers a DevOps platform that simplifies the software development process by providing a single application for collaboration, visibility, and speed. The platform integrates various tools needed for software development, which helps teams manage their projects more efficiently without juggling multiple tools. This allows companies to concentrate on enhancing their products instead of spending too much time on builds. GitLab serves a wide range of clients, including large corporations from different industries, demonstrating its versatility. The company operates on a subscription-based model, where clients pay for access to the platform, which includes features for continuous integration and deployment. GitLab also provides free trials and regularly updates its platform to deliver ongoing value to its users. By customizing its offerings and partnering with other technology providers, GitLab aims to enhance its ecosystem and drive revenue.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$421.8MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Spending Company Money

Equity Compensation

Life Insurance

Financial Wellness

Paid Time Off

Growth and Development Benefit

GitLab Contribute

Business Travel Accident Policy

Immigration

Employee Assistance Program

Incentives

All-Remote

Part-time contracts

Meal Train

Fertility & Family Planning

Parental Leave

Risks

AI-powered coding assistants like Claude pose a competitive threat to GitLab's platform.

Potential sale to Datadog may lead to strategic shifts misaligned with customer expectations.

Integration of Oxeye may distract from GitLab's core DevOps offerings.

Differentiation

GitLab offers a unified DevOps platform, reducing complexity in software development.

The platform integrates tools for collaboration, visibility, and speed, enhancing development processes.

GitLab's open-source model fosters continuous innovation with a large developer community.

Upsides

Acquiring Oxeye enhances GitLab's cloud security, appealing to security-conscious enterprises.

Partnership with Ooredoo Kuwait expands GitLab's influence in the telecommunications sector.

Potential sale to Datadog could create strategic synergies and expand market reach.

Land your dream remote job 3x faster with AI

Try Jobo Free