Intermediate Support Engineer (AMER - PST / MST)

<div class="content-intro"><p>GitLab is an open-core software company that develops the most comprehensive <a href="https://about.gitlab.com/solutions/devops-platform">AI-powered DevSecOps Platform</a>, used by more than 100,000 organizations. Our <a href="https://about.gitlab.com/company/mission">mission</a> 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 <a href="https://about.gitlab.com/gitlab-duo/">Duo Enterprise</a> and <a href="https://about.gitlab.com/blog/gitlab-duo-agent-platform-what-is-next-for-intelligent-devsecops/">Duo Agent Platform</a>, customers get AI benefits at every stage of the SDLC. </p> <p>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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our <a href="https://handbook.gitlab.com/handbook/values/">values</a> and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. <a href="https://www.youtube.com/watch?v=OuZIb5zszQI">Co-create the future with us</a> as we build technology that transforms how the world develops software.</p></div><h2>An overview of this role</h2> <p>As a Support Engineer at GitLab, you’ll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges running GitLab in diverse and demanding environments. You’ll be embedded in the Engineering department, working directly with customers as they hit edge cases, digging into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source. You’ll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so that customer feedback directly shapes our roadmap. In your first year, you’ll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed and GitLab.com (SaaS), and help create tools and content that make support more efficient and effective for the entire team.</p> <p>Some examples of our projects:</p> <ul> <li value="1"><a class="textLink" href="https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective">A tool to automatically check a GitLab Omnibus install for known issues</a></li> <li value="2">A<a class="textLink" href="https://gitlab.com/gitlab-com/support/toolbox/gitlabsos"> solution to capture the state of a customer’s server</a> for easier troubleshooting</li> <li value="3"><a class="textLink" href="https://gitlab.com/gitlab-com/support/toolbox/sosparser">A tool which turns log files into interactive tables to easily sort and filter columns</a></li> <li value="4"><a class="textLink" href="https://docs.gitlab.com/ee/ci/chatops/">A functionality to ChatOps to make it easier to identify user accounts on GitLab.com</a></li> </ul> <h2>Wha ... (truncated, view full listing at source)