Intermediate Support Engineer

Intermediate Support Engineer at GitLab

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, trusted by over 100,000 organizations. Our mission is to empower everyone to contribute to and co-create the software that powers our world. By enabling widespread contribution, we significantly accelerate human progress. Our platform unites teams and organizations, breaking down barriers and redefining possibilities in software development, with products like Duo Enterprise and Duo Agent Platform offering AI benefits at every stage of the SDLC.

The same principles that guide our products are mirrored in our team's work culture: we wholeheartedly embrace AI as a core productivity multiplier. All team members are expected to integrate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is a place where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is fueled by our core values and continuous knowledge exchange, empowering our team members to achieve their full potential while collaborating with industry leaders to solve complex problems. Join us in co-creating the future as we build technology that transforms how the world develops software.

An overview of this role

As an Intermediate Support Engineer at GitLab, you will operate at the crucial intersection of Support and Engineering, assisting customers in solving complex, real-world challenges while running GitLab in diverse and demanding environments. You’ll be embedded within the Engineering department, engaging directly with customers as they encounter edge cases. This involves digging into Linux systems, analyzing logs, and examining our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that resolve problems at their source. Beyond direct issue resolution, you will also focus on improving our documentation, refining support processes within our issue tracker, and collaborating closely with Product, Development, Infrastructure, Customer Success, and Sales teams. This ensures that valuable customer feedback directly influences our product roadmap. In your first year, you will build deep expertise across a range of GitLab implementations, enhance our capability to keep customers productive on both self-managed and GitLab.com (SaaS) platforms, and help develop tools and content that streamline support for the entire team.

Some Examples Of Our Projects

• A tool to automatically check a GitLab Omnibus install for known issues.
• A solution to capture the state of a customer’s server for easier troubleshooting.
• A tool which turns log files into interactive tables to easily sort and filter columns.
• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com.

What you’ll do

• Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.
• Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.
• Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.
• Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge.
• Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team.
• Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.
• Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.

What you’ll bring

• Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.
• Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.
• Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.
• Hands-on experience with Git and CI/CD in production or customer environments.
• Skill in writing clear, accurate support content and documentation based on real customer scenarios.
• Ability to explain complex technical topics to people with varying levels of technical expertise.
• Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers.
• Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles.

About The Team

We are a globally distributed group of Support Engineers across AMER, EMEA, and APAC who help GitLab customers keep their Self-managed and GitLab.com environments running smoothly. We own front-line technical support, working on support tickets, digging into code and logs to diagnose complex issues, and collaborating closely through pairing sessions, 1:1s, coffee chats, and Slack to stay connected while working asynchronously. We are trusted to structure our shifts in a way that supports our personal lives while ensuring customer needs are met. Thanks to GitLab’s transparency value, you can see what we are working on and how we operate on our Support Team page.

How GitLab Will Support You

• Benefits to support your health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.

Key skills/competency

• Technical Support
• Linux Administration
• Troubleshooting
• Ruby on Rails
• Git
• CI/CD
• DevOps
• Kubernetes
• Zendesk
• Documentation
• Customer Service