Support Engineer (EMEA)

What you can expect in a Support Engineer role at GitLab:
As a Support Engineer, you will:

• resolve customer issues via email and video conferencing.
• support a mix of Self-managed and GitLab.com (SaaS) customers.
• collaborate with our Product and Development Teams to build new features and fix bugs.
• create and update documentation based on customer interactions.
• work hard to solve customer problems while delighting them along the way.
• participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications.
• work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
• continually research and learn the current and future best practices of using GitLab.
• participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
• suggest and implement improvements to Support workflows.

Projects you might work on:

• When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:
• created a tool to quickly analyze strace output
• built and maintained tooling to handle our call scheduling
• scripted a solution to capture the state of a customer’s server for easier troubleshooting
• added functionality to ChatOps to make it easier to identify user accounts on GitLab.com
• written a Chrome Extension to route downloads from Zendesk tickets into organized folders
• … done even more!

Requirements

• Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. 

You should apply if:

• You've got the personality
• you're a natural communicator and delight in using those skills to help others. 
• you love exploring new technologies and figuring things out the hard way.
• you enjoy solving many small problems per day.

You're a support professional

• you’ve got 2+ years of experience in a support or other service-oriented customer facing role.
• within the last 5 years, you've worked at one company for at least 2 years.
• you’re experienced in writing support content.
• you’re experienced in managing 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.
• you have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
• you're comfortable using support platforms such as ZenDesk and Salesforce.

You've got the technical acumen

• you understand DevOps methodologies and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
• you’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
• you have excellent Ruby on Rails knowledge and are fluent on the Rails console, or you're proficient in working with another MVC framework (Django, Laravel or others) and will be able to pick up Rails quickly.
• you’re experienced with Git and CI/CD.
• you have excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).