Associate Support Engineer (AMER - PST / MST) at GitLab in Remote

Summary: GitLab is an open-core software company that develops a comprehensive AI-powered DevSecOps Platform. The Associate Support Engineer will work closely with customers and internal teams to resolve technical issues, contribute to source code, and improve documentation and support processes. Responsibilities: - Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing - Collaborate 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 - Create and update documentation based on customer interactions - Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example, as a Support Stable Counterpart) - Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our self-managed and SaaS customers and working with our SaaS Production team to coordinate incident communications Required Qualifications: - Experience owning customer-facing technical cases end-to-end, from initial inquiry and triage through coordination, documentation, and follow-up with engineering and product teams - Basic Proficiency working in Linux-based environments, including comfort with the command line and Git-based workflows - Familiarity with at least one scripting language (for example Ruby, Bash, Python, or similar) to automate tasks and support troubleshooting - Strong technical troubleshooting and problem-solving skills, using logs, metrics, and diagnostic tools to investigate, reproduce, and help resolve complex issues - Ability to communicate complex technical topics clearly and empathetically to customers and coworkers with varying technical backgrounds Required Skills: Linux administration, Technical troubleshooting, Scripting languages Important Skills: Git-based workflows Nice-to-Have Skills: Customer communication Benefits: Flexible Paid Time Off, Team Member Resource Groups, Equity Compensation & Employee Stock Purchase Plan, Growth and Development Fund, Parental leave, Home office support