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GitLabSupport Engineer (AMER)
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, streamline operations, and minimize security and compliance risks. More than half of Fortune…
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About This Role
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, streamline operations, and minimize security and compliance risks. More than half of Fortune 100 companies and over 50 million registered users rely on the platform to deliver secure software more rapidly. As a Support Engineer operating within the AMER region, the selected professional will function inside the Engineering department. This position bridges support and engineering by placing…
Job Description
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer productivity, streamline operations, and minimize security and compliance risks. More than half of Fortune 100 companies and over 50 million registered users rely on the platform to deliver secure software more rapidly.
As a Support Engineer operating within the AMER region, the selected professional will function inside the Engineering department. This position bridges support and engineering by placing team members directly in contact with users navigating complex environments and edge cases. Daily tasks range from Linux troubleshooting with performance tools and reproducing bugs alongside the Product group, to writing code fixes and merging solutions into the codebase. Team members also help refine documentation, build internal utilities, and take part in process improvement.
The global Support team maintains a collaborative environment featuring regular pairing sessions, one-on-ones, and informal networking via Slack. Eligible candidates in the United States may see a base compensation range spanning from 86,500 to 146,400 USD, determined by experience, location, and market data.
Responsibilities
- Assist Self-managed and SaaS users by resolving tickets submitted through Zendesk, email, video conferences, and merge requests.
- Partner with Development, Product, Infrastructure, Sales, and Customer Success divisions to address bugs, build features, and establish product priorities.
- Produce and revise technical documentation based on customer engagements.
- Join forces with support colleagues during pairing sessions and act as a support stable counterpart for other departments.
- Fulfill scheduled daytime on-call shifts on weekdays and weekends to handle urgent client matters and coordinate incident communications.
- Engage in hiring procedures by screening applications, grading assessments, and conducting candidate interviews.
Requirements
- Experience guiding customer-facing tickets through the full support lifecycle from triage to final resolution.
- Proficiency in Linux system administration comparable to LFCE or RHCE standards.
- Competence in scripting languages such as Ruby or Bash, alongside MVC frameworks like Ruby on Rails.
- Familiarity with Git and continuous integration and continuous deployment pipelines.
- Proficiency in drafting clear support documentation and explaining complex technical concepts to various audiences.
- Familiarity with DevOps workflows and tools including Kubernetes and Serverless.
Core Skills
Benefits
- Flexible paid time off
- Comprehensive health, financial, and wellness support
- Equity compensation and employee stock purchase plan
- Growth and development budget
- Parental leave
- Home office support
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the Support Engineer position remote?
Yes, GitLab operates as an all-remote company, though certain roles may carry specific location-based eligibility rules.
What is the salary for the Support Engineer role?
For residents of the United States, the listed base salary range is between 86,500 and 146,400 USD, though final compensation depends on factors such as experience, location, and market alignment. Salaries for locations outside the US are not specified in the posting.
Does this role require on-call duties?
Yes, team members participate in regular daytime-only on-call rotations on both weekdays and weekends to handle emergency support and coordinate incident communications.
What employment type is this?
The posting specifies that this is a full-time position.
Sample Interview Questions
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