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

Summary: GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and improve operational efficiency. The Associate Support Engineer role involves supporting customers, collaborating with various teams, and contributing to product improvements while working in a dynamic environment that blends support and engineering. 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: Benefits to support your health, finances, and well-being, Flexible Paid Time Off, Team Member Resource Groups, Equity Compensation & Employee Stock Purchase Plan, Growth and Development Fund, Parental leave, Home office support