Opportunity at
GitLabIntermediate Support Engineer (SHIFT)
GitLab is seeking an Intermediate Support Engineer (SHIFT) to join its engineering department. GitLab provides an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity,…
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About This Role
GitLab is seeking an Intermediate Support Engineer (SHIFT) to join its engineering department. GitLab provides an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, accelerate digital transformation, and improve operational efficiency. In this role, the selected candidate will operate in an environment where support and engineering converge, handling customer inquiries and investigating complex technical edge cases. This is a shift-based position operating on 8-hour shifts spanning four weekdays…
Job Description
GitLab is seeking an Intermediate Support Engineer (SHIFT) to join its engineering department. GitLab provides an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, accelerate digital transformation, and improve operational efficiency. In this role, the selected candidate will operate in an environment where support and engineering converge, handling customer inquiries and investigating complex technical edge cases.
This is a shift-based position operating on 8-hour shifts spanning four weekdays and one weekend day. The professional will manage cases through video conferencing, Zendesk tickets, email, and merge requests while working closely with product, development, infrastructure, customer success, and sales teams. Day-to-day duties involve diagnosing performance issues, contributing to source code, updating documentation, resolving bug reports, and participating in daytime weekday and weekend on-call rotations.
Applicants should possess strong Linux systems administration knowledge, familiarity with Git and CI/CD, and experience using scripting languages like Ruby or Bash and MVC frameworks such as Ruby on Rails. Candidates must also demonstrate the ability to articulate complex technical ideas to various audiences and write support content. The employer offers full-time employment with benefits including flexible paid time off, equity compensation, a growth and development fund, parental leave, and team member resource groups.
Responsibilities
- Handle a combination of GitLab.com SaaS and Self-managed customer issues via Zendesk tickets, merge requests, email, and video conferencing
- Partner with development, product, infrastructure, sales, and customer success teams to resolve bugs, build new features, and shape product roadmaps
- Develop and revise documentation relying on customer interactions
- Engage in support team pairing sessions and collaborate with other departments as a support stable counterpart
- Take part in daytime weekday and weekend on-call rotations for emergency support and coordination with the SaaS Production team
- Contribute to hiring procedures by reviewing applications, evaluating assessments, and conducting interviews
Requirements
- Manage customer-facing cases throughout the complete support lifecycle from initial triage to resolution and bug reporting
- Demonstrate strong Linux systems administration proficiency
- Use scripting languages such as Bash or Ruby and MVC frameworks like Ruby on Rails
- Utilize Git and CI/CD workflows
- Produce written support content and convey complex technical concepts to individuals with varying technical backgrounds
- Understand diverse GitLab deployment types and how interruptions affect users
- Familiarity with DevOps methodologies, Kubernetes, and Serverless technologies
- Work scheduled 8-hour shifts encompassing four weekdays and one weekend day
Core Skills
Benefits
- Flexible Paid Time Off
- Equity Compensation and Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
- Team Member Resource Groups
- Home office support
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the schedule for this Intermediate Support Engineer role?
This is a shift role consisting of 8-hour shifts spread across four weekdays and one weekend day, including daytime on-call rotations for weekdays and weekends.
What are the employment type and remote policy?
The posting indicates this is a full-time position within an all-remote, asynchronous work environment, though specific location-based eligibility requirements may apply.
What benefits does GitLab provide for this position?
Benefits include flexible paid time off, equity compensation, an employee stock purchase plan, a growth and development fund, parental leave, home office support, and team member resource groups.
Is a salary specified in the job posting?
No, the salary is not stated in the source posting.
Sample Interview Questions
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