Intermediate Support Engineer

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms the world.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

As an Intermediate Support Engineer, you will provide exceptional technical support to GitLab.com and self-managed customers, resolving complex issues and helping them get the most out of GitLab. You’ll work with a global team of Support Engineers, collaborating with Engineering, Product, and other teams to solve customer problems.

This is a shift role. Working 8-hour shifts with 4 weekdays and 1 weekend day.

You will be expected to participate in daytime on-call rotations. Your ability to work with a global team and support customers across different time zones is essential.

What you’ll do

• Provide technical support to GitLab.com and self-managed customers via Zendesk, email, and video calls
• Troubleshoot and resolve complex technical issues related to GitLab, including installation, configuration, and performance
• Use Linux tools and logs to diagnose and resolve issues
• Write merge requests to fix bugs and improve GitLab
• Collaborate with Engineering, Product, and other teams to resolve customer issues
• Document solutions and contribute to the GitLab handbook and documentation
• Participate in daytime on-call rotations to provide support during business hours

What you’ll bring

• Strong Linux skills, including experience with command-line tools and log analysis
• Experience with Git and GitLab, or a strong desire to learn
• Experience providing technical support to customers, ideally in a SaaS environment
• Strong troubleshooting and problem-solving skills
• Excellent communication skills, both written and verbal
• Ability to work in a fast-paced, remote environment
• Experience with Zendesk or similar support tools is a plus
• Experience with Ruby, Go, or other programming languages is a plus
• A passion for open source and the GitLab community

About the team

The Support team is a global team of engineers who provide technical support to GitLab customers. We are a collaborative team that works together to solve complex problems and help customers succeed with GitLab.

How GitLab will support you

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, without regard to race, color, religion, ancestry, sex (including pregnancy, lactation, breastfeeding, or related medical conditions), gender identity or expression, national origin, age, citizenship, marital status, mental or physical disability, genetic information (including characteristics and testing), sexual orientation, military or veteran status, or any other characteristic protected by applicable law.

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