The GitLab DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that guide a culture where people embrace the belief that everyone can contribute.
This Support Engineer position is 100% remote.
The GitLab Support Team provides technical support to GitLab Saas and Self-Managed customers.
The Support Engineer is a grade 6.
GitLab is building an open source, single application for the entire software development lifecycle—from project planning and source code management to CI/CD, monitoring, and security.
At GitLab, we live and breathe open source principles. This means our entire handbook is online, and with a few clicks, you can find the details of future releases, check out our past releases, and see some of the customers you’d be supporting while working here.
Support Engineering at GitLab isn’t just a title - those who occupy this role are embedded within the Engineering department and truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. That’s not all though - you’d equally be invited to improve our documentation, help build out more efficient support processes in our issue tracker, and dive into the cutting edge technologies that will define how we will do work tomorrow. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.
As a Support Engineer, you will:
When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:
Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply.
We are very proud of the culture here at GitLab. Because GitLab team members are currently located in over 60 different countries, you’ll spend your time collaborating with kind, talented, and motivated colleagues from across the globe. Some of the benefits you’ll be entitled to vary by the region or country you’re in. However, all GitLab team members are fully remote and receive a "no ask, must tell" paid-time-off policy, where we don’t count the number of days you take off annually. You can work flexible hours, enabled by our asynchronous approach to communication. We’ll also help you set up your home office environment, pay for your membership to a co-working space, and contribute to the travel costs associated with meeting other GitLab employees across the world.
Support career progression is documented in Engineer Career Development - Support Department.
For more details on the engineering career ladders, please review the engineering career development handbook page.
Support Engineers have the following job-family Performance Indicators.
Here are some tips for interviewing for Customer Support.
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.
GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 3,000 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.
We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.
Top 10 Reasons to Work for GitLab:
Work remotely from anywhere in the world. Curious to see what that looks like? Check out our remote manifesto and guides.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.