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GitLabIntermediate Support Engineer (SHIFT)
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company serves over 50 million registered…
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About This Role
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company serves over 50 million registered users and more than half of the Fortune 100. This position is an Intermediate Support Engineer operating in a shift schedule. The role requires working eight-hour shifts consisting of four weekdays and one weekend day. Support Engineers are integrated within the Engineering division, tackling…
Job Description
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company serves over 50 million registered users and more than half of the Fortune 100.
This position is an Intermediate Support Engineer operating in a shift schedule. The role requires working eight-hour shifts consisting of four weekdays and one weekend day. Support Engineers are integrated within the Engineering division, tackling difficult edge cases when users run GitLab within complex architectures. Daily tasks range from Linux administrative troubleshooting and bug reproduction with product teams to diving directly into the codebase and submitting merge requests for customer fixes.
Suitable candidates will enjoy a collaborative environment involving peer pairing sessions, contributing to documentation, and developing automation tools. Team members are also expected to adopt artificial intelligence as a daily productivity tool. The position requires participating in daytime weekday and weekend on-call rotations for emergency support and incident coordination, as well as taking part in the candidate hiring process.
Responsibilities
- Assist Self-managed and GitLab.com customers through Zendesk tickets, merge requests, email, and video calls.
- Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to build features, correct bugs, and establish product goals.
- Produce and revise documentation derived from interactions with customers.
- Engage in peer pairing sessions and act as a Support Stable Counterpart with colleagues.
- Take part in daytime weekday and weekend on-call rotations for emergency customer support and SaaS incident coordination.
- Review applications, evaluate assessments, and conduct candidate interviews.
Requirements
- Experience managing customer-facing support cases through triage, reproduction, bug reporting, and resolution.
- Strong knowledge of Linux systems administration, equivalent to LFCE or RHCE standards.
- Proficiency in scripting languages such as Ruby or Bash, alongside MVC frameworks like Ruby on Rails.
- Practical experience using Git and CI/CD pipelines.
- Ability to author clear support content and explain technical concepts to diverse audiences.
- Familiarity with DevOps concepts, Serverless, Kubernetes, and different GitLab deployment models.
Core Skills
Benefits
- Flexible Paid Time Off
- Equity Compensation and Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
- Access to Team Member Resource Groups
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work model for this role?
The position is based in the United Kingdom and follows an all-remote working environment.
What are the working hours for this shift position?
The role requires working eight-hour shifts that span four weekdays and one weekend day.
What is the salary for this position?
The job posting does not specify a salary.
What type of employment is this?
This is a full-time position.
Sample Interview Questions
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