Intermediate Support Engineer
Core
Support Engineer at GitLab, bridging Support and Engineering to resolve complex customer issues in diverse environments by troubleshooting Linux systems, analyzing logs, and contributing code fixes.
Role type
Intermediate Support Engineer (Embedded in Engineering)
Builds
GitLab self-managed and SaaS environments for diverse customer implementations
Domain
DevSecOps / SaaS Platform / Linux Systems Administration
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Linux systems administration, Ruby on Rails, Bash scripting, Git, CI/CD, Kubernetes, Serverless, Zendesk, documentation writing, incident management
Preferred skills
LFCE or RHCE certification level knowledge, experience with ChatOps, experience with GitLab Omnibus
Responsibilities
Troubleshoot performance issues and reproduce bugs in customer environments; Create and update support documentation based on real customer scenarios; Collaborate with Product, Development, and Infrastructure teams to shape roadmap and fix issues; Participate in on-call rotations for emergency support; Contribute merge requests to resolve customer problems at the source; Improve support processes and automation tools
Seniority
Intermediate, hands-on IC