Job Description
GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what’s possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.
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.
An overview of this role
As a Support Engineer, you’ll sit at the intersection of Support and Engineering, helping GitLab customers solve complex problems as they run GitLab in diverse, demanding environments. You’ll dig into Linux systems, Git, logs, and our codebase to troubleshoot performance issues, reproduce tricky edge cases, and contribute merge requests that directly fix customer-impacting bugs. You’ll also collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales to shape bug reports, influence the roadmap, and improve documentation and support processes so that every interaction makes GitLab more reliable and easier to use. This is a highly visible, hands-on role where you’re encouraged to contribute to source code, documentation, and tooling, and where your work has a direct impact on how teams around the world build and ship software with GitLab.
Some examples of our projects:
What you’ll do
- Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve technical issues through Zendesk tickets, merge requests, email, and video conferencing
- Troubleshoot complex production environments by analyzing Linux systems, application logs, and GitLab configuration to identify root causes and drive durable fixes
- 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 clear, reusable documentation based on real customer interactions to improve self-service and reduce repeat issues
- Contribute to the GitLab codebase by proposing and implementing merge requests that directly resolve customer problems or improve supportability
- Improve support tooling and workflows in our issue tracker to streamline case handling, incident response, and internal collaboration
- Pair with other Support Engineers and cross-functional partners for knowledge sharing, joint troubleshooting, and continuous improvement (for example, as a Support Stable Counterpart)
- Participate in regular weekday and weekend daytime on-call rotations to provide emergency support and coordinate with the SaaS Production team on incident communications
What you’ll bring
- Experience managing customer-facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution.
- Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment.
- Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash.
- Basic understanding of Git workflows and common source control concepts.
- Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge.
- Comfort collaborating with cross-functional teams such as Product, Development, Infrastructure, Customer Success, and Sales.
- Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation.
About the team
At GitLab, our Support team is a globally distributed group of Support Engineers across AMER, EMEA, and APAC, partnering closely with Product, Development, Infrastructure, and other teams to help customers run GitLab successfully in both self-managed and SaaS environments. We own the front line of technical troubleshooting, from analyzing logs and code to improving documentation and support processes. We collaborate asynchronously through tickets, pairing sessions, 1:1s, and Slack to solve complex problems together. Thanks to our Transparency value, you can see what we’re working on on our Support team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab will support you
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.
