Job details

Associate Support Engineer (AMER)

GitLab is a public open-core DevSecOps platform used by over 100,000 organizations. We are looking for an Associate Support Engineer embedded within Engineering-support to troubleshoot complex customer environments (Self‑managed and GitLab.com), reproduce and triage issues, contribute fixes and documentation, and help develop support tooling.

Skills

Experience managing customer-facing technical cases through full lifecycle
Basic Linux systems knowledge (troubleshooting, logs, performance)
Familiarity with scripting (preferably Ruby or Bash)
Basic understanding of Git and development workflows
Ability to explain technical topics to varied audiences
Comfort working in a distributed, remote team and participating in on-call rotations

Responsibilities

Support Self‑managed and GitLab.com (SaaS) customers via Zendesk, merge requests, email, and video conferencing
Triage, reproduce, and document customer issues; write bug reports and create merge requests when appropriate
Collaborate cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams
Contribute to and maintain support tooling and automation (e.g., diagnostics, log parsers, capture tools)
Create and update public and internal documentation based on customer interactions
Participate in pairing sessions, rotations for weekday and weekend daytime on-call coverage, and incident coordination

Education

No specific degree required; equivalent technical experience accepted
Relevant certifications or coursework in computer science, systems administration, or related fields are a plus
Practical experience with Linux, scripting, and support workflows preferred

Benefits

Health, financial, and well-being benefits
Flexible paid time off
Equity compensation & employee stock purchase plan
Home office equipment support
Parental leave
Growth and development fund
Team Member Resource Groups and inclusive culture

To read the complete job description, please click on the ‘Apply’ button

Support Engineer Associate Support Engineer Linux Git Ruby Bash Zendesk SaaS Self-managed Troubleshooting DevSecOps GitLab On-call Debugging

Average salary estimate

$91500 / YEARLY (est.)

min

max

$58200K

$124800K

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GitLab

GitLab is a complete DevOps platform, delivered as a single application that's fundamentally changing the way Development, Security, and Ops teams collaborate and build software.

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