Intermediate Support Engineer (SHIFT)

ABOUT THE ROLE As an Intermediate Support Engineer at GitLab, you will play a key role in providing exceptional support to our customers as they encounter complex issues with our product. You will be an integral part of our Engineering department, working closely with cross-functional teams to resolve customer issues, build new features, and improve our documentation. This is a shift role, requiring you to work 8-hour shifts with 4 weekdays and 1 weekend day. WHAT YOU'LL DO As an Intermediate Support Engineer, your responsibilities will include: - Providing support to a mix of Self-managed and GitLab.com customers through Zendesk tickets, merge requests, email, and video conferencing - Collaborating 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 - Creating and updating documentation based on customer interactions - Participating in regular rotations for weekday and weekend on-call coverage, providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications - Collaborating with Support team members through Pairing Sessions and other GitLab team members as a Support Stable Counterpart - Embedding yourself in the Engineering department, interacting with customers daily, and contributing to the source code, improving our documentation, and helping build out more efficient support processes in our issue tracker WHAT YOU'LL NEED - Strong technical skills, with experience in Linux administration, troubleshooting, and problem-solving - Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams - Strong analytical and problem-solving skills, with the ability to break down complex issues and identify solutions - Experience with version control systems, such as Git, and Agile development methodologies - Strong understanding of software development principles and practices - Experience with issue tracking systems, such as Jira or Bugzilla - Strong documentation skills, with the ability to create clear and concise documentation WHY REMOTE As a remote worker at GitLab, you will have the flexibility to work from anywhere in the world, with a focus on delivering high-quality results and collaborating with your team. You will have access to a range of benefits, including a competitive salary, comprehensive health insurance, and a generous education stipend. BENEFITS - Competitive salary - Comprehensive health insurance - Generous education stipend - Flexible schedule - Opportunity to work on a wide range of projects and contribute to the development of our product - Collaborative and dynamic work environment - Access to ongoing training and professional development opportunities - Opportunity to work with a global team of talented and motivated individuals