Senior Support Engineer (EMEA)

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Overview of GitLab

GitLab is a prominent open core software company that has developed one of the most comprehensive AI-powered DevSecOps platforms. The platform is utilized by over 100,000 organizations globally. GitLab's mission is to empower individuals to contribute to and co-create software that drives progress in our world. This mission is deeply embedded in their culture and influences their hiring, product development, and industry leadership. The company operates using its products, aligning its actions with its core values, which can be explored further in their depiction of 'Life at GitLab.'

Job Position: Senior Support Engineer (EMEA)

The position of Senior Support Engineer (EMEA) is not just a mere title at GitLab. It represents a role where support and engineering interfaces directly. This position requires the individual to work closely with customers, navigating through complex issues that arise within the use of GitLab. The engineer will engage in various tasks, ranging from troubleshooting Linux performance issues utilizing tools like strace, to collaborating with product and engineering teams to resolve problems, thereby improving the overall user experience.

Key Responsibilities

The role entails a wide array of responsibilities:

• Initially support both Self-managed and GitLab.com (SaaS) customers, resolving issues via Zendesk tickets, merge requests, email, and video conferencing.
• Transitioning towards managing assigned accounts, fostering an in-depth understanding of their environments to enrich the support experience.
• Collaborating with teams across Product, Development, Infrastructure, Customer Success, and Sales to outline product goals, rectify bugs, and innovate new features.
• Creating and modifying documentation shaped by customer interactions.
• Engaging with fellow support team members and participating in pairing sessions and support rotations to offer emergency solutions to customers, thus ensuring a seamless operational continuity.

Skills Required

Candidates aspiring for this position should demonstrate the following skills:

• Proven experience in managing customer-facing cases across the entire support lifecycle, from initial inquiries to resolution.
• Familiarity with GitLab and CI/CD processes, alongside a deep understanding of different implementations and their impacts on customer service interruptions.
• Outstanding knowledge in Linux systems administration, akin to LFCE or RHCE qualifications.
• Proficiency in scripting languages, specifically Ruby or Bash, and frameworks such as Ruby on Rails.
• Ability to articulate complex technical ideas clearly to customers and colleagues with varying levels of technical expertise.
• Familiarity with DevOps methodologies and tools, including Kubernetes and Serverless technologies.

Team Collaboration

The GitLab support team operates on a global scale, with members dispersed across AMER, EMEA, and APAC regions. Engineers provide assistance through support tickets, leveraging their coding skills to troubleshoot problems effectively. The collaboration culture at GitLab is emphasized through regular pairing sessions, 1:1s, and informal interactions, fostering a tight-knit team environment. Transparency is nurtured within the organization, permitting team members to track current projects and company goals effectively.

Company Benefits

GitLab offers an impressive array of benefits focused on employee health, financial security, and overall well-being:

• A fully remote and asynchronous work environment.
• Flexible Paid Time Off policies.
• Various Team Member Resource Groups aimed at enhancing engagement.
• Equity Compensation through an Employee Stock Purchase Plan.
• A dedicated budget for growth and development.
• Parental leave and additional support for home office setups.

The company actively encourages applications from candidates across different experience levels, stating many successful candidates do not meet every single criterion. They aim to dismantle barriers to entry, especially for underrepresented groups, promoting inclusivity in their hiring practices.

Conclusion

The role of Senior Support Engineer (EMEA) at GitLab presents an excellent opportunity for individuals passionate about technical support and customer service. With its commitment to remote work and an inclusive workplace, GitLab not only values skillsets but also unique contributions towards achieving collective success.

This job offer was originally published on himalayas.app