Intermediate / Sr. Support Engineer (US Federal)

An Overview of This Role:

Requires US citizenship

Overnight role (2nd and 3rd shifts aligned with the Pacific Standard Time Zone )

Support Engineering at GitLab isn’t just a title – you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.

That’s not all though – you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

What you’ll do:

• Collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments 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 providing emergency support to our Self-managed customers
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

What you’ll bring:

• Experience 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
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
• Experience with Git and CI/CD
• Expertise in writing support content
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
• Familiarity with DevOps methodologies and technologies like Openshift and Kubernetes
• Understanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc)

About the team:

The US Federal Support team works through the US Federal Support portal to collaborate with Public Sector organizations and United States Government agencies in order to support, maintain, and resolve issues in their GitLab environments, but they also dig into the code and logs to find out why something is not working as expected.

There are a number of challenges that are unique when it comes to supporting the customer environments that an engineer may encounter in the Federal space. Some of those challenges may include highly sanitized and redacted troubleshooting information, inability to screenshare or provide screenshots, etc. In addition to restrictive environments, some of the customers served by the Federal support team employ bleeding edge technologies and employ strict compliance measures on the systems which can further complicate troubleshooting efforts.