Intermediate Support Engineer

GitLab is hiring an Intermediate Support Engineer in Bangalore.

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, in

Responsibilities

• 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 clear, reusable documentation and support content based on real customer interactions and edge cases.

• Partner with Support team members through pairing sessions and cross-team collaborations (such as Support Stable Counterparts) to solve challenging cases and share knowledge.

• Participate in regular weekday and weekend on-call rotations (daytime only), providing emergency support for Self-managed and SaaS customers and coordinating incident communications with the SaaS Production team.

• Contribute to improving support processes, tools, and automation within our issue tracker to make troubleshooting and case handling more efficient.

• Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.

What you’ll bring

• Experience managing customer-facing technical cases from first contact through triage, reproduction, bug reporting, and resolution.

• Strong Linux systems administration knowledge comparable to LFCE or RHCE certification.

• Ability to use scripting languages such as Ruby or Bash and work with MVC frameworks such as Ruby on Rails.

• Hands-on experience with Git and CI/CD in production or customer environments.

• Skill in writing clear, accurate support content and documentation based on real customer scenarios.

• Ability to explain complex technical topics to people with varying levels of technical expertise.

• Familiarity with DevOps practices and technologies such as Kubernetes and Serverless, and how different GitLab implementations operate and impact customers.

About GitLab

We are a globally distributed group of Support Engineers across AMER, EMEA, and APAC who help GitLab customers keep their Self-managed and GitLab.com environments running smoothly. We own front-line technical support, working on support tickets, digging into code and logs to diagnose complex issues, and collaborating closely through pairing sessions, 1:1s, coffee chats, and Slack to stay connected while working asynchronously. We are trusted to structure our shifts in a way that supports our per