An overview of this role

As a Support Engineer at GitLab, you ll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges running GitLab in diverse and demanding environments. You ll be embedded in the Engineering department, working directly with customers as they hit edge cases, digging into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so that customer feedback directly shapes our roadmap. In your first year, you ll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed and GitLab.com (SaaS), and help create tools and content that make support more efficient and effective for the entire team.

Some examples of our projects:




- A tool to automatically check a GitLab Omnibus install for known issues
- A solution to capture the state of a customer s server for easier troubleshooting
- A tool which turns log files into interactive tables to easily sort and filter columns
- A functionality to ChatOps to make it easier to identify user accounts on GitLab.com
What you ll do
- Support a mix of Self-managed and GitLab.com (SaaS) customers, resolving complex issues through Zendesk tickets, merge requests, email, and video calls.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmap, and priorities while driving fixes and new features.
- Investigate and troubleshoot issues using Linux systems administration tools, logs, and the GitLab codebase, creating merge requests when needed to resolve customer problems.
- Create and update explicit, reusable documentation and support content bas

📌 Intermediate Support Engineer (Bengaluru)
🏢 Gitlab
📍 Bengaluru