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GitLab


Support Engineer

Support Engineer


GitLab


customer support

 

engineer

 

customer support

 

engineer

 
This job post is closed and the position is probably filled. Please do not apply.
\nThe rising popularity of GitLab means that more and more customers are using GitLab in new and unique ways. If you know Linux and like supporting applications to help we would love to talk to you. On the other hand, if "ps aux | grep unicorn"feels like a foreign language, you might be a good fit for our Services Support team.\n\nResponsibilities\n\n\n* Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients\n\n\n* Triage customer issues, debug, and find workarounds if possible\n\n* Communicate via email and video conferencing with potential and current clients\n\n\n\n\n\n* Improve GitLab through customer interaction\n\n\n* Submit and comment on bug reports and feature requests based on customer interactions\n\n* Create or update documentation based on customer interactions\n\n* Engage with the development team to escalate bugs, solve problems, or obtain missing information\n\n\n\n\n\n* Participate in the on-call rotation to provide 24/7 emergency customer response\n\n* Maintain good ticket performance and satisfaction\n\n* Meet or exceed SLA times consistently\n\n* Reliably respond to on-call emergencies\n\n\n\n\nMore information can be found on the support page in the handbook.\n\nRequirements\n\n\n* Affinity for (and experience with) providing customer support\n\n* Technical Skills\n\n\n* Able to triage and resolve GitLab issues\n\n* Able to perform complex Linux system administration tasks\n\n* Experience with MVC applications and Git\n\n\n\n\n\n* Communication Skills\n\n\n* Communicate clearly with customers on technical topics\n\n* Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution\n\n* Make customers happy\n\n\n\n\n\n* Excellent spoken and written English\n\n* You share our values, and work in accordance with those values\n\n* Successful completion of a background check.\n\n\n


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