Intermediate Support Engineer

1 week ago

New York, New York, United States GitLab Full time
About the Role

We are seeking a highly skilled Support Engineer to join our US Federal Support team. As a Support Engineer, you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet.

Key Responsibilities
  • Collaborate with Public Sector organizations and United States Government agencies to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email, and video conferencing.
  • Collaborate with our Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy.
  • Create and update documentation based on customer interactions.
  • Collaborate with Support team members through Pairing Sessions and other GitLab team members.
  • Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to our Self-managed customers.
  • Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
Requirements
  • Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution.
  • Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).
  • Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails).
  • Experience with Git and CI/CD.
  • Expertise in writing support content.
  • Ability to communicate complex technical topics to customers and coworkers of varying technical skill level.
  • Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes.
  • Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc).
  • US Citizen, living and working in the United States, willing and able to achieve US federal security clearance if needed.
About the Team

The US Federal Support team collaborates with public sector organizations and United States government agencies through the US Federal Support portal to support, maintain, and resolve issues in their GitLab environments. They also dig into the code and logs to find out why something is not working as expected.

What We Offer
  • Benefits to support your health, finances, and well-being.
  • All remote, asynchronous work environment.
  • Flexible Paid Time Off.
  • Team Member Resource Groups.
  • Equity Compensation & Employee Stock Purchase Plan.
  • Growth and development budget.
  • Parental leave.
  • Home office support.

Please note that we welcome interest from candidates with varying levels of experience. Many successful candidates do not meet every single requirement. If you're excited about this role, please apply and allow our recruiters to assess your application.

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