Associate Support Engineer; EMEA

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.

As a Support Engineer, you’ll sit at the intersection of Support and Engineering, helping Git Lab customers solve complex problems as they run Git Lab in diverse, demanding environments. You’ll dig into Linux systems, Git, logs, and our codebase to troubleshoot performance issues, reproduce tricky edge cases, and contribute merge requests that directly fix customer‑impacting bugs. You’ll also collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales to shape bug reports, influence the roadmap, and improve documentation and support processes so that every interaction makes Git Lab more reliable and easier to use.

This is a highly visible, hands‑on role where you’re encouraged to contribute to source code, documentation, and tooling, and where your work has a direct impact on how teams around the world build and ship software with Git Lab.

• Support a mix of Self‑managed and  (SaaS) customers and resolve technical issues through Zendesk tickets, merge requests, email, and video conferencing
• Troubleshoot complex production environments by analyzing Linux systems, application logs, and Git Lab configuration to identify root causes and drive durable fixes
• Create and update clear, reusable documentation based on real customer interactions to improve self‑service and reduce repeat issues
• Contribute to the Git Lab codebase by proposing and implementing merge requests that directly resolve customer problems or improve supportability
• Improve support tooling and workflows in our issue tracker to streamline case handling, incident response, and internal collaboration
• Pair with other Support Engineers and cross‑functional partners for knowledge sharing, joint troubleshooting, and continuous improvement (for example, as a Support Stable Counterpart )
• Participate in regular weekday and weekend daytime on‑call rotations to provide emergency support and coordinate with the SaaS Production team on incident communications

• Experience managing customer‑facing support cases end to end, from initial inquiry, through triage and reproduction, to clear bug reports and resolution.
• Practical familiarity with Linux systems, including basic administration and troubleshooting in a server environment.
• Ability to read and write simple scripts, with exposure to scripting languages such as Ruby or Bash.
• Basic understanding of Git workflows and common source control concepts.
• Skill in explaining technical topics in a clear, structured way to people with varying levels of technical knowledge.
• Comfort collaborating with cross‑functional teams such as Product, Development, Infrastructure, Customer Success, and Sales.
• Openness to learning new tools, diving into code and logs, and applying transferable skills to improve support processes and documentation.

At Git Lab, our Support team is a globally distributed group of Support…