Intermediate Support Engineer (SHIFT)

ABOUT THE ROLE The Intermediate Support Engineer role at GitLab is a unique opportunity to work in a dynamic environment where Support and Engineering meet. As a member of the Support team, you will be embedded within the Engineering department and will interact with customers daily as they encounter complex issues with running GitLab in their environments. You will have the chance to contribute to the source code, improve documentation, and help build out more efficient support processes in our issue tracker. WHAT YOU'LL DO As an Intermediate Support Engineer, you will be responsible for supporting a mix of Self-managed and GitLab.com customers and resolving their issues via Zendesk tickets, merge requests, email, and video conferencing. You will collaborate with various teams, including Product, Development, Infrastructure, Customer Success, and Sales, to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy. You will also create and update documentation based on customer interactions, participate in pairing sessions with Support team members, and contribute to the development of tools and processes to improve the support experience. WHAT YOU'LL NEED To be successful in this role, you will need to have strong technical skills, excellent communication and problem-solving abilities, and a passion for working in a collaborative environment. You should have experience with Linux, Git, and other related technologies, as well as a strong understanding of software development principles and practices. You will also need to be comfortable working in a fast-paced environment and be able to prioritize tasks effectively. WHY REMOTE As a remote worker, you will have the flexibility to work from anywhere and be part of a global team. You will be expected to work 8-hour shifts with 4 weekdays and 1 weekend day, and participate in regular rotations for weekday and weekend on-call coverage. This role is ideal for those who value flexibility, autonomy, and the opportunity to work with a talented and diverse team. BENEFITS GitLab offers a comprehensive benefits package, including a competitive salary, comprehensive health plan, parental leave, education stipend, life insurance, and equipment stipend. You will also have access to flexible scheduling, professional development opportunities, and a collaborative and inclusive work environment.