Taking applicationsTechnical Support·Posted 2d ago
Intermediate Support Engineer (SHIFT)
GitLab
UK
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
UK
EnglishMid level
About the role
Technical support engineer role at GitLab resolving customer issues across Self-managed and SaaS products via tickets, email, and video, with deep Linux and code troubleshooting. It is a UK-based shift role with weekday and weekend coverage and close collaboration with engineering and product teams.
What you'll do
- Resolve Self-managed and GitLab.com customer issues via Zendesk tickets, email, and video conferencing
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams
- Create and update documentation based on customer interactions
- Collaborate with Support team members through pairing sessions
- Participate in weekday and weekend on-call rotations for emergency support
- Review applications and assessments and participate in interviews
- Contribute to source code, documentation, and support processes
What you'll need
- Manage customer-facing cases through the full support lifecycle
- Excellent Linux systems administration knowledge
- Ability to use scripting languages, preferably Ruby or Bash
- Experience with Git and CI/CD
- Expertise in writing support content
- Communicate complex technical topics to varying audiences
- Familiarity with DevOps, Serverless, and Kubernetes
- Understand different GitLab implementations and service interruptions
Skills
Linux systems administrationScripting (Ruby or Bash)Ruby on Rails/MVC frameworksGit and CI/CDWriting support contentDevOps methodologiesKubernetes and ServerlessCustomer communication
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