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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 £ per year.
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 the rate of human progress. This mission influences how we hire, build products, and lead our industry. We operate on our product and stay aligned with our values. Learn more about Life at GitLab.
Thanks to products like Duo Enterprise and Duo Workflow, customers benefit from AI at every stage of the SDLC. Our team embraces AI as a core productivity multiplier, encouraging all members to incorporate AI into their workflows to drive efficiency, innovation, and impact globally.
An Overview Of This Role
Support Engineering at GitLab is a unique role embedded within the Engineering department, where Support and Engineering meet. You’ll interact daily with customers facing complex challenges, such as troubleshooting performance issues on Linux, collaborating with the Product team on reproducible bug reports, or diving into our codebase to fix issues through merge requests.
You will also contribute to source code, improve documentation, and help develop support processes. We believe everyone can contribute to improving user experience.
Examples Of Projects
- A tool for analyzing strace output
- A solution to capture server states for troubleshooting
- A tool transforming log files into interactive tables
- ChatOps functionality for easier user identification on GitLab.com
What You’ll Do
- Support Self-managed and GitLab.com customers via tickets, merge requests, email, and video calls
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build features and fix bugs
- Create and update documentation based on customer interactions
- Participate in support rotations, providing emergency support and incident coordination
What You’ll Bring
- Experience managing customer-facing cases from inquiry to resolution, including bug reporting
- Basic Linux systems knowledge
- Familiarity with scripting languages (Ruby or Bash preferred)
- Basic understanding of Git
- Ability to communicate technical topics effectively to diverse audiences
About The Team
The Support team is globally distributed across AMER, EMEA, and APAC. They work on support tickets, code, and logs to resolve issues, with a culture of collaboration, regular pairing, and communication via Slack and meetings. Transparency is valued, with access to team pages, roadmaps, and meetings.
How GitLab Will Support You
- Health, financial, and well-being benefits
- Remote, asynchronous work environment
- Flexible Paid Time Off
- Resource groups and growth budgets
- Parental leave and home office support
We welcome candidates with varying experience levels. If you’re excited about this role, apply and let our recruiters assess your fit.
Country Hiring Guidelines: Roles are remote worldwide, with some location-specific requirements. Our Talent Acquisition team can clarify eligibility.
Privacy Policy: Review our Recruitment Privacy Policy. Your privacy matters to us.
GitLab is an equal opportunity employer, committed to diversity and inclusion. We do not tolerate discrimination or harassment. If you need accommodations, please let us know during the process.
Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services, IT Consulting, Software Development
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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.
