Intermediate Support Engineer
G
GitLabSoftware Development
Location: Remote, United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- BashGitKubernetesRubyRuby on RailsServerlessCI/CDLinuxZendesk
Requirements
- Experience managing customer facing cases throughout the support lifecycle from initial inquiry to resolution
- Excellent Linux systems administration knowledge (LFCE or RHCE equivalent)
- Ability to use scripting languages (preferably Ruby or Bash)
- Experience with MVC frameworks (preferably Ruby on Rails)
- Experience with Git and CI/CD
- Expertise in writing support content
- Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
- Understand a range of different GitLab implementations, and how service interruptions impact the customer
Responsibilities
- Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
- 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 documentation based on customer interactions
- Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
- Participate in regular rotations for weekday and weekend on-call coverage (daytime only)
- Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews
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