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GitLab is seeking a Support Engineer for the Americas region to join its support engineering team, which operates as an embedded function within the Engineering department. This role bridges customer support and engineering, requiring you to troubleshoot complex customer issues, interact with the product and engineering teams, and contribute directly to the codebase.
You will handle a mix of self-managed and SaaS (GitLab.com) customer issues via Zendesk, merge requests, email, and video conferencing. Day-to-day responsibilities include deep technical troubleshooting (e.g., using strace to diagnose performance issues), collaborating with Product and Development teams to reproduce and fix bugs, creating and updating documentation based on customer interactions, and contributing to support tooling and processes.
The role emphasizes ownership and impact: you're encouraged to submit merge requests to fix customer issues, improve documentation, build support tools (examples include automated diagnostic tools, log analysis utilities, and ChatOps integrations), and help shape support processes. You'll work cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams.
GitLab is a DevSecOps orchestration platform trusted by 50+ million registered users and over 50% of the Fortune 100. The company culture emphasizes AI as a productivity multiplier, continuous learning, and high performance. This is a fully remote position open to candidates in the US and Canada.
