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- Support Engineer
The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.
We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.
- Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
- Triage customer issues, debug, and find workarounds if possible
- Communicate via email and video conferencing with potential and current clients
- Prepare and provide customer training, and make the training materials widely available
- Improve GitLab through customer interaction
- Submit and comment on bug reports and feature requests based on customer interactions
- Create or update documentation based on customer interactions
- Engage with the development team to escalate bugs, solve problems, or obtain missing information
- Participate in the on-call rotation to provide 24/7 emergency customer response
- Ensure the knowledge we gain from running GitLab.com is shared with customers and users
- Maintain good ticket performance and satisfaction
- Meet or exceed SLA times consistently
- Reliably respond to on-call emergencies
More information can be found on the support page in the handbook.
A Senior Support Engineer will be promoted to Staff Support Engineer when he/she has demonstrated significant leadership and impact; typically around resolving customer issues. This may involve any type of consistent "above and beyond senior level" performance, for example:
- Regularly submitting merge requests for customer reported/requested GitLab bugs and feature proposals
- Working across functional groups to deliver on projects relating to customer experience and success.
- Writing in-depth documentation and clarifying community communications that share knowledge and radiate GitLab's technical strengths
- The ability to create innovative solutions that push GitLab's technical abilities ahead of the curve
- Identifying significant projects that result in substantial cost savings or revenue
- Proactively defining and solving important architectural issues
Senior Support Engineers are more experienced engineers who meet the following criteria:
- Technical Skills
- Can solve most support tickets in a reasonable time without escalating to development
- Expert in most advanced topics (e.g. LDAP, Jenkins/CI integration, Geo)
- Deep understanding of GitLab internals and a variety of possible configurations
- Debug challenging problems
- Submit merge requests to resolve GitLab bugs
- Help hire and train new Support Engineers
- Become a go-to person for the other Support Engineers when they face tough challenges
- Take ownership of improving documentation
- Lead by example in terms of solving a customer issue, updating documentation as a result, and then radiating this knowledge through documentation. As a guide, tech overview, or tutorial.
- Drive feature requests based on customer interactions
- Suggest and implement improvements to the support workflow
- Contribute to one or more complementary projects
Junior Support Engineers share the same responsibilities outlined above, but typically join with less or alternate experience in one of the key areas of Support Engineering expertise (SysAdmin skills, Ruby on Rails, Git, and customer support). For example, a person with extensive experience in a web framework other than RoR, but with experience on the other three areas would typically join as a Junior.