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GitLab is seeking an Intermediate Support Engineer to join its Engineering department in Bangalore. In this role, you'll bridge support and engineering, working directly with customers to resolve complex technical challenges running GitLab in diverse environments. You'll investigate issues using Linux systems administration, logs, and the Ruby on Rails codebase, creating merge requests to fix problems at the source.
Key responsibilities include supporting both Self-managed and GitLab.com (SaaS) customers through Zendesk tickets, merge requests, and video calls. You'll collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product priorities and drive fixes. You'll create and maintain clear documentation based on real customer interactions, participate in knowledge-sharing pairing sessions, and contribute to improving support processes and automation.
The role includes regular weekday and weekend on-call rotations (daytime only) for emergency support and incident coordination. You'll also participate in hiring by reviewing applications and joining interviews to grow the support team.
In your first year, you'll build deep expertise across GitLab implementations, strengthen support capabilities for both deployment models, and help create tools and content that make support more efficient. Examples of support projects include automated diagnostic tools, server state capture solutions, log analysis utilities, and ChatOps functionality.
GitLab is an intelligent orchestration platform for DevSecOps, trusted by more than 50% of the Fortune 100. The company embraces AI as a core productivity multiplier and maintains a high-performance culture driven by continuous knowledge exchange and collaborative problem-solving.
