GitLab
1001-5000 employees
Software Development
DevOps
Cloud Computing
Information Technology
About GitLab
GitLab is a comprehensive DevOps platform delivered as a single application, enabling organizations to manage the entire software development lifecycle from planning and source code management to CI/CD, monitoring, and security. Founded in 2014, GitLab's mission is to make it possible for everyone to contribute to software development by providing a collaborative, open-source platform that supports remote work and transparency. The company offers a cloud-based and self-managed solution that integrates with various tools to streamline development workflows, improve productivity, and accelerate software delivery. GitLab is publicly traded on NASDAQ under the symbol GTLB and serves a global customer base ranging from startups to large enterprises.
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Description
- GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.
- 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 and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
- As a Support Engineer, you’ll sit at the intersection of Support and Engineering, helping GitLab customers solve complex problems as they run GitLab in diverse, demanding environments. You’ll dig into Linux systems, Git, logs, and our codebase to troubleshoot performance issues, reproduce tricky edge cases, and contribute merge requests that directly fix customer-impacting bugs. You’ll also collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales to shape bug reports, influence the roadmap, and improve documentation and support processes so that every interaction makes GitLab more reliable and easier to use. This is a highly visible, hands-on role where you’re encouraged to contribute to source code, documentation, and tooling, and where your work has a direct impact on how teams around the world build and ship software with GitLab.
- Some examples of our projects include tools for checking Omnibus installs, capturing server states, turning logs into interactive tables, and ChatOps features for user identification.
- You will support a mix of Self-managed and GitLab.com (SaaS) customers, troubleshoot complex environments, collaborate with cross-functional teams, create and update documentation, contribute to the codebase, improve support tooling, and participate in on-call rotations.
- Ideal candidates will have experience managing customer support cases, practical Linux troubleshooting skills, scripting ability (Ruby or Bash), understanding of Git workflows, and strong communication skills. The team is globally distributed across AMER, EMEA, and APAC, working asynchronously through tickets, Slack, and meetings.
- GitLab offers benefits such as flexible paid time off, resource groups, equity compensation, parental leave, home office support, and a growth and development fund. The company is committed to diversity and equal opportunity employment.
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Requirements
- Experience managing customer-facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution.
- Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment.
- Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash.
- Basic understanding of Git workflows and common source control concepts.
- Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge.
- Comfort collaborating with cross-functional teams such as Product, Development, Infrastructure, Customer Success, and Sales.
- Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation.
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Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support