GitLab Platform Engineer
hace 1 día
At GitLab, we're committed to empowering everyone to contribute to and co-create software. As a Senior Support Engineer, you'll play a critical role in delivering exceptional support experiences to our customers. You'll work closely with cross-functional teams, contributing to open-source projects and improving our platform.
About This Role- You'll support a mix of Self-managed and GitLab.com (SaaS) customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing.
- You'll transition to working with assigned accounts, proactively understanding their environments, business objectives, and challenges.
- You'll advocate for customers by anticipating their needs and providing tailored solutions to deliver an enhanced and seamless support experience.
- You'll create and update documentation based on customer interactions.
- You'll participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our Self-managed and SaaS customers or working with our SaaS Production team to coordinate incident communications.
- You'll participate in our hiring processes by reviewing applications and assessments and participating in interviews.
The Ideal Candidate
- You have experience in managing customer-facing cases throughout the entire support lifecycle.
- You have knowledge of GitLab and CI/CD, including different implementations and how service interruptions impact customers.
- You have excellent Linux systems administration skills, equivalent to LFCE or RHCE knowledge.
- You are proficient in scripting languages, preferably Ruby or Bash, and MVC frameworks, such as Ruby on Rails.
- You have expertise in writing support content and communicating complex technical topics to customers and coworkers.
- You have familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
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