Intermediate Support Engineer (SHIFT)
RemoteUnited Kingdom
Job Summary
Support Self-managed and GitLab.com customers via Zendesk tickets, merge requests, email, and video calls, troubleshooting performance issues with Linux tools like strace and resolving edge cases in complex environments. Collaborate with Product, Development, Infrastructure, and Sales teams to build features, fix bugs, and shape the roadmap while creating and updating documentation based on customer interactions. Participate in weekday and weekend on-call rotations for emergency support and incident coordination, and contribute to source code improvements, documentation, and support process efficiency through merge requests. Assist in hiring processes by reviewing applications and conducting interviews.
Required Qualifications
- 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 Serverless and Kubernetes
- Understand a range of different GitLab implementations, and how service interruptions impact the customer
- Working 8-hour shifts with 4 weekdays and 1 weekend day
- Participate in regular rotations for weekday and weekend on-call coverage (daytime only)
Desired Qualifications
- Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
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