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For Companies At a Glance
- Tasks: Support customers with technical issues and collaborate on product improvements.
- Company: GitLab is a leading open core software company revolutionising DevSecOps with AI.
- Benefits: Enjoy remote work, flexible time off, and health and financial perks.
- Why this job: Join a collaborative team that values transparency and innovation in tech.
- Qualifications: Basic Linux knowledge, scripting skills, and effective communication are essential.
- Other info: Open to all experience levels; apply if you're passionate about tech!
The predicted salary is between 36000 - 60000 ÂŁ per year.
Associate Support Engineer (EMEA)
Join to apply for the Associate Support Engineer (EMEA) role at GitLab.
GitLab is an open‑core software company that develops the most comprehensive AI‑powered DevSecOps 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.
An overview of this role:
As a Support Engineer, you’ll sit at the intersection of Support and Engineering, helping GitLab customers solve complex problems as they run GitLab 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 GitLab 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 GitLab.
Some Examples of Our Projects
- A tool to automatically check a GitLab Omnibus install for known issues
- A solution to capture the state of a customer\’s server for easier troubleshooting
- A tool that turns log files into interactive tables to easily sort and filter columns
- A ChatOps feature that makes it easier to identify user accounts on GitLab.com
What You’ll Do
- Support a mix of Self‑managed and GitLab.com (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 GitLab configuration to identify root causes and drive durable fixes
- 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 clear, reusable documentation based on real customer interactions to improve self‑service and reduce repeat issues
- Contribute to the GitLab 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
What You’ll Bring
- 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.
About the Team
At GitLab, our Support team is a globally distributed group of Support Engineers across AMER, EMEA, and APAC, partnering closely with Product, Development, Infrastructure, and other teams to help customers run GitLab successfully in both self‑managed and SaaS environments. We own the front line of technical troubleshooting, from analyzing logs and code to improving documentation and support processes. We collaborate asynchronously through tickets, pairing sessions, 1:1s, and Slack to solve complex problems together. Thanks to our Transparency value, you can see what we’re working on on our Support team page. Additionally, you can see our company roadmap and listen to some of our meetings.
How GitLab Will Support You
- Benefits to support your health, finances, and well‑being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental leave
- Home office support
Seniority Level
Seniority level: Mid‑Senior level
Employment Type
Employment type: Full‑time
Job Function & Industries
Job function: Information Technology
Industries: IT Services and IT Consulting and Software Development
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 unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.
Country Hiring Guidelines
GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location‑based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy
Please review our Recruitment Privacy Policy. Your privacy is important to us.
Equal Opportunity Statement
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
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Associate Support Engineer (EMEA) employer: GitLab
Contact Detail:
GitLab Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate Support Engineer (EMEA)
✨Tip Number 1
Familiarise yourself with GitLab's products and services. Understanding their AI-powered DevSecOps platform will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Brush up on your Linux skills, as this role involves troubleshooting performance issues on Linux systems. Consider setting up a personal project or lab environment to practice your skills and gain hands-on experience.
✨Tip Number 3
Engage with the GitLab community through forums or social media. This can provide insights into the company culture and current challenges they face, which can be useful during your conversations with the team.
✨Tip Number 4
Prepare to discuss your experience with customer-facing roles. Be ready to share specific examples of how you've managed inquiries and resolved issues, as this is crucial for the Associate Support Engineer position.
We think you need these skills to ace Associate Support Engineer (EMEA)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Associate Support Engineer position at GitLab. Familiarise yourself with their products and how they integrate AI into their workflows.
Tailor Your CV: Customise your CV to highlight relevant experience, especially in managing customer-facing cases, Linux systems knowledge, and any familiarity with scripting languages like Ruby or Bash. Make sure to showcase your ability to communicate technical topics effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and GitLab's mission. Mention specific projects or experiences that align with the job description, such as troubleshooting performance issues or collaborating with cross-functional teams.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is accurate and clearly presented. A polished application reflects your attention to detail.
How to prepare for a job interview at GitLab
✨Understand GitLab's Mission
Before your interview, make sure you understand GitLab's mission to enable everyone to contribute to software development. This will help you align your answers with their values and demonstrate your enthusiasm for the role.
✨Brush Up on Linux and Scripting
Since the role requires basic Linux knowledge and familiarity with scripting languages like Ruby or Bash, take some time to review these topics. Be prepared to discuss your experience and how you've used these skills in past roles.
✨Prepare for Technical Questions
Expect technical questions related to troubleshooting performance issues and bug reporting. Practise explaining complex technical concepts in simple terms, as you'll need to communicate effectively with diverse audiences.
✨Showcase Your Collaborative Spirit
GitLab values collaboration across teams. Be ready to share examples of how you've worked with different departments in the past, whether it's through support tickets, documentation, or feature development.
