Associate Support Engineer

About GitLab

GitLab is a public, all-remote software company known for its comprehensive, AI-powered DevSecOps platform that helps teams build and ship software faster by integrating planning, coding, security, and operations into one platform. Started as an open-source project in 2011, GitLab emphasizes transparency, collaboration, and iteration, with millions of users and a global community that contributes to its development, operating with a freemium model.

Job Description

Support Engineering at GitLab isn’t just a title. You’ll be embedded within the engineering department and will truly operate in an environment where support and engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might do behind-the-scenes work as a Linux administrator, using strace on a particular process to troubleshoot performance problems. You might work with the product team to ensure that steps in a bug report are reproducible. You might work with the engineering team by diving deep into our codebase and putting together a merge request to fix a customer issue.

That’s not all, though. You’ll also be invited to contribute to the source code, improve our documentation, and help build more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute. As a member of the Support team, you won’t face barriers to using your skills to improve the experience of our users and customers.

What you’ll do  

• 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), providing emergency support to our self-managed and SaaS customers and working with our SaaS Production team to coordinate incident communications.

What you’ll bring 

• Experience owning customer-facing technical cases end-to-end, from initial inquiry and triage through coordination, documentation, and follow-up with engineering and product teams.
• Basic Proficiency working in Linux-based environments, including comfort with the command line and Git-based workflows.
• Familiarity with at least one scripting language (for example Ruby, Bash, Python, or similar) to automate tasks and support troubleshooting.
• Strong technical troubleshooting and problem-solving skills, using logs, metrics, and diagnostic tools to investigate, reproduce, and help resolve complex issues.
• Ability to communicate complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds.

GitLab Benefits

• Comprehensive medical, dental, and vision insurance coverage
• Life insurance and short-term/long-term disability protection
• Employee Assistance Program (EAP) for mental health and wellbeing support
• Retirement savings plan (such as 401(k) in the U.S.) with employer contributions
• Flexible or unlimited paid time off policy
• Generous parental leave for all parents
• Equity and stock options as part of total compensation
• Fully remote, work-from-anywhere model supporting work–life balance
• Professional development and learning budget for career growth
• Home office setup and remote work stipends
• Additional perks such as wellness initiatives and volunteer time off