Support Engineer; AMER

Support Engineer (AMER)

Remote, Canada;
Remote, United States

Git Lab is the intelligent orchestration platform for Dev Sec Ops . Git Lab 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 Git Lab 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. 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.

* Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on Git Lab 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 Git Lab.

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.

Some examples of our projects:

• A tool to automatically check a Git Lab Omnibus install for known issues
• A solution to capture the state of a customer's server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• 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
• Collaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
• Create and update documentation based on customer interactions
• Collaborate with Support team members (through Pairing Sessions) and other Git Lab team members (for example: as a Support Stable Counterpart)
• 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
• Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

• 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 hand off to the development team, and case resolution
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
• Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
• Experience with Git and CI/CD
• Expertise in writing support content
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
• Familiarity with Dev Ops methodologies and technologies like Serverless and Kubernetes
• Understand a range of different Git Lab implementations, and how service interruptions impact the customer.

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…