Intermediate Support Engineer (APAC) - Shift

Apac, Apac, Uganda

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Software Development, DevSecOps, IT SupportIndustries

Requirements

Candidates should possess experience in managing customer-facing support cases throughout the entire support lifecycle, including initial inquiries, triage, reproduction, and case resolution. Strong Linux systems administration knowledge, equivalent to LFCE or RHCE, is required, along with experience using scripting languages, preferably Ruby.

Responsibilities

The Intermediate Support Engineer (APAC) - Shift will support a mix of Self-managed and GitLab.com (SaaS) customers by resolving their issues via Zendesk tickets, merge requests, email, and video conferencing. They will collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build new features and fix bugs, define product goals, and shape the product roadmap. The role involves creating and updating documentation, collaborating with Support team members through Pairing Sessions and with other GitLab team members, participating in on-call rotations for weekday and weekend coverage, and contributing to the hiring process by reviewing applications and participating in interviews.

Skills

Linux

troubleshooting

performance analysis

strace

customer support

code review

collaboration

problem-solving

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.

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