GitLab23 days ago

Инженер поддержки (AMER)

Salary not specified

MARKET

12,484 ₽median for this role

IT Support / Helpdesk · 66 jobs with disclosed pay

5,714half of the offers: 8,710–16,146145,833

The employer didn't disclose pay — compare with the market yourself.

Remote

Responsibilities

01Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
02Collaborate 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
03Create and update documentation based on customer interactions
04Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)
05Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications
06Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews

01Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
02Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
03Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
04Experience with Git and CI/CD
05Expertise in writing support content
06Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
07Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
08Understand a range of different GitLab implementations, and how service interruptions impact the customer