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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** GitLab - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Software as a Service, Continuous Delivery, Continuous Integration, Linux, DevOps, Django Web Framework, Laravel, Linux System Administration, Model View Controller (MVC), Ruby on Rails, Scripting, Gitlab, Git, Kubernetes, Bug Reporting, Zendesk, Serverless Computing, User Accounts - **Published:** August 18, 2026 - **Apply:** https://job-boards.greenhouse.io/gitlab/jobs/8692874002 ## About the Role * Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions. * Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels. * Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration. * Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities. * Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers. * Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles. ## Description As a Support Engineer at GitLab, you'll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments. You'll join the Engineering department and work directly with customers as they encounter edge cases. You'll dig into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You'll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so customer feedback directly shapes our roadmap. In your first year, you'll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed GitLab and GitLab.com software as a service, and help create tools and content that make support more efficient and effective for the entire team. Some examples of our projects: * A tool to automatically check a GitLab Omnibus install for known issues * A solution to capture the state of a customer's server for easier troubleshooting * A tool which turns log files into interactive tables to easily sort and filter columns * A ChatOps feature that makes it easier to identify user accounts on GitLab.com What you'll do * Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls. * Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration. * Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives. * Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features. * Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team. * Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team., We're a globally distributed group of Support Engineers across the Americas, Europe, the Middle East, and Africa, and Asia-Pacific. We work asynchronously and stay connected through pairing sessions, one-on-one meetings, coffee chats, and Slack., How would you rate your confidence with Linux system administration tasks?* Select... How would you rate your knowledge of Git version control?* Select... How would you rate your level of comfort with MVC frameworks (Rails, Django, Laravel or others)?* Select... LinkedIn Profile GitLab Username What's the name you'd prefer us to use throughout the interview process? Are you subject to any employment agreements and/or post-employment restrictions with your current employer or a past employer?* Select... It is important to us to create an accessible and inclusive interview experience. Please let us know if there are any adjustments we can make to assist you during the hiring and interview process. Will you now or in the future require sponsorship for a visa to remain in your current location?* Select... Have you previously worked at or consulted for GitLab?* Select... What is your current country of residence?* Select... This position is open to candidates in select locations. Please indicate your location below, or select 'None of the Above' if not listed.* Select... Are you currently based in Bangalore, India?* Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in GitLab's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... ## Related Videos - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [#90DaysOfDevOps - The DevOps Learning Journey](https://www.wearedevelopers.com/videos/548-90daysofdevops-the-devops-learning-journey) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) ## Related Articles - [Stop Googling Git Commands. 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