Intermediate Support Engineer

About this role

<div class="content-intro"><p>GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.</p> <p>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&nbsp;and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p> <p>*<em>Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.</em></p></div><p class="p1"><strong>An overview of this role</strong></p> <p class="p3">As a Support Engineer at GitLab, you’ll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges running GitLab in diverse and demanding environments. You’ll be embedded in the Engineering department, working directly with customers as they hit edge cases, digging into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You’ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so that customer feedback directly shapes our roadmap. In your first year, you’ll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed and GitLab.com (SaaS), and help create tools and content that make support more efficient and effective for the entire team.</p> <p class="p3">Some examples of our projects:</p> <ul class="ul1"> <li class="li3"><span class="s1"><a href="https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective">A tool to automatically check a GitLab Omnibus install for known issues</a></span></li> <li class="li3"><span class="s1"><a href="https://gitlab.com/gitlab-com/support/toolbox/gitlabsos">A solution to capture the state of a customer’s server for easier troubleshooting</a></span></li> <li class="li3"><span class="s1"><a href="https://gitlab.com/gitlab-com/support/toolbox/sosparser">A tool which turns log files into interactive tables to easily sort and filter columns</a></span></li> <li class="li3"><span class="s1"><a href="https://docs.gitlab.com/ee/ci/chatops/">A functionality to ChatOps to make it easier to identify user accounts on </a><a href="http://GitLab.com">GitLab.com</a></span></li> </ul> <p class="p1"><strong>What you’ll do</strong></p> <ul class="ul1"> <li class="li3">Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.</li> <li class="li3">Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.</li> <li class="li3">Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.</li> <li class="li3">Create and update clear, reusable documentation and support content based on real customer interactions and edge cases.</li> <li class="li3">Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge.</li> <li class="li3">Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team.</li> <li class="li3">Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.</li> <li class="li3">Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.</li> </ul> <p class="p1"><strong>What you’ll bring</strong></p> <ul class="ul1"> <li class="li3">Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.</li> <li class="li3">Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.</li> <li class="li3">Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.</li> <li class="li3">Hands-on experience with Git and CI/CD in production or customer environments.</li> <li class="li3">Skill in writing clear, accurate support content and documentation based on real customer scenarios.</li> <li class="li3">Ability to explain complex technical topics to people with varying levels of technical expertise.</li> <li class="li3">Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers.</li> <li class="li3">Openness to learning, collaborating