Associate Support Engineer

Git Lab is an open-core software company that develops the most comprehensive AI-powered Dev Sec Ops  Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what’s possible in software development.

Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

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. Git Lab 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 how the world develops software.

Support Engineering at Git Lab isn’t just a title – you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running Git Lab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue.

That’s not all though – you’d equally be invited to contribute to the source code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the Support team, there are no barriers to using your skills to improve the experience of our users and customers.

• A functionality to Chat Ops to make it easier to identify user accounts on

• Support a mix of Self-managed and  (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications.

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
• Basic Linux systems knowledge.
• Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash).
• Basic understanding of Git.
• Ability to communicate technical topics to customers and coworkers of varying technical skill level.

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping Git Lab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at Git Lab is extraordinary and exciting – Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job…