Software Support Specialist
hace 3 semanas
At GitLab, we strive to create an environment where everyone can contribute and co-create software that powers our world. Our mission is deeply rooted in our culture, influencing how we hire, build products, and lead our industry.
An Overview of the RoleThis position offers a unique opportunity to be part of a distributed team working on support tickets while collaborating with engineers to solve complex problems. As a member of the Support team, you will interact with customers daily, troubleshooting performance issues, and diving deep into codebases to fix customer problems.
You will also have the chance to contribute to source code improvements, documentation updates, and efficient support process development. We value teamwork and collaboration, participating in regular pairing sessions, 1:1s, and coffee chats to stay connected.
Responsibilities- Support a mix of Self-managed and GitLab.com (SaaS) customers via Zendesk tickets, merge requests, email, and video conferencing.
- Transition to working with assigned accounts, understanding their environments, business objectives, and challenges proactively.
- Advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced support experience.
- Create and update documentation based on customer interactions.
- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support or coordinating incident communications.
- Experience managing customer-facing cases from initial inquiry to triage, reproduction, and case resolution.
- Understanding of GitLab and CI/CD, as well as different implementations and service interruption impacts.
- Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
- Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
- Expertise in writing support content.
- Ability to communicate complex technical topics to customers and coworkers.
The Support team is a global community spread across AMER, EMEA, and APAC regions. We work closely together to solve complex problems and participate in regular collaborations to improve our processes.
We welcome candidates with varying levels of experience and recognize that people from underrepresented groups may face barriers when applying. If you're excited about this role, please apply and allow our recruiters to assess your application.
The salary range for this position is $87,400 - $187,200 USD, reflecting the company's commitment to competitive compensation and employee satisfaction. We offer a comprehensive benefits package, including equity options, retirement plans, and paid time off.
Please note that sales roles are eligible for incentive pay targeted at up to 100% of the base salary. Additionally, GitLab is proud to be an equal opportunity workplace and an affirmative action employer, adhering to principles of merit-based hiring and promotion.
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