GitLab14 days ago

Инженер поддержки среднего уровня

Salary not specified

MARKET

23,750 ₽median for this role

DevOps Engineer · 6 jobs with disclosed pay

13,000half of the offers: 17,708–26,97989,259

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

Bangalore

Responsibilities

01Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls
02Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features
03Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems
04Create and update clear, reusable documentation and support content based on real customer interactions and edge cases
05Partner with Support team members through pairing sessions and cross-team collaborations to solve challenging cases and share knowledge
06Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team
07Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient
08Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team

01Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution
02Strong Linux systems administration knowledge comparable to LFCE or RHCE certification
03Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails
04Hands-on experience with Git and CI/CD in production or customer environments
05Skill in writing clear, accurate support content and documentation based on real customer scenarios
06Ability to explain complex technical topics to people with varying levels of technical expertise
07Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers
08Openness to learning, collaborating across teams, and applying transferable skills from related technical support or engineering roles