Support Engineer
MixpanelSalary not specified
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Software Development, IT Services, Customer SupportIndustries
Position Overview
- Location Type: Remote
- Employment Type: Full-time
- Salary: Not specified
Support Engineering at GitLab is a unique role where you'll be embedded within the Engineering department, directly interacting with customers facing complex GitLab challenges. You'll troubleshoot issues, contribute to product development, and improve support processes. This role involves a blend of hands-on technical work, collaboration with various teams, and contributing to the GitLab codebase and documentation.
What You’ll Do
- Support a mix of Self-managed and GitLab.com (SaaS) customers by resolving their issues via Zendesk tickets, merge requests, email, and video conferencing.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build new features and fix bugs, shaping 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 (e.g., as a Support Stable Counterpart).
- Participate in regular on-call rotations (daytime only) providing emergency support to customers or coordinating incident communications with the SaaS Production team.
Responsibilities
- Troubleshoot complex customer issues in Self-managed and GitLab.com environments.
- Contribute to the development of new features and bug fixes.
- Create and maintain comprehensive documentation.
- Collaborate with various teams to improve the customer experience.
- Provide on-call support during designated rotations.
Projects (Examples)
- Develop a tool to quickly analyze strace output.
- Create a solution to capture the state of a customer’s server for easier troubleshooting.
- Build a tool that turns log files into interactive tables for easy sorting and filtering.
- Implement ChatOps functionality to simplify user account identification on GitLab.com.
Requirements
- Not specified
Company Information
GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. We run our operations on our product and stay aligned with our values. Learn more about Life at GitLab.
Skills
Customer Support
Troubleshooting
Collaboration
Documentation
Incident Management
SaaS Support
GitLab
Code Contribution
Support Tools (Zendesk, Merge Requests)
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