A live role
Support Engineer (AMER)
from GitLab · read the original and apply on their site
Remote, Canada; Remote, United States
Our take: The real work here is resolving hard customer issues where support meets engineering, tracing them from a Zendesk ticket down to the code and often to the merge request that fixes them.
If you love the moment a baffling production problem finally gives up its secret, this is your seat: you will strace a stuck process, dig into the GitLab codebase, and sometimes ship the merge request that actually fixes the customer's issue. It rewards people who treat a hard support ticket as a puzzle worth solving properly, and who enjoy writing down what they learned so the next person does not have to. All remote, genuinely transparent, and built around collaboration rather than heroics.
Needs
- supporting customers
- debugging and troubleshooting
- linux administration
- reading source code
- writing documentation
Rewards
- fixing the real cause
- shipping merge requests
- curious problem solvers
- cross-team collaborators
Demands
- weekend on-call rotations
- varying technical audiences
- complex edge cases
- case lifecycle ownership
Grows
- linux administration depth
- reading a big codebase
- technical writing craft
- translating complex topics
Values
- transparency
- learning culture
- remote asynchronous work
- collaboration
Drains
- zendesk ticket queue
- repetitive edge cases
- on-call weekends
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