Intermediate Support Engineer

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. An overview of this role As a Support Engineer at GitLab, you’ll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges running GitLab in diverse and demanding environments. You’ll be embedded in the Engineering department, working directly with customers as they hit edge cases, digging into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You’ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so that customer feedback directly shapes our roadmap. In your first year, you’ll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed and GitLab.com (SaaS), and help create tools and content that make support more efficient and effective 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 Supports Full-Time Employees • 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 Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. 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. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. 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.