Support Engineer

5 months ago

Remote, New Zealand GitLab Full time

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

**An overview of this role**:
Support Engineering at GitLab 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 GitLab 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 quickly analyze strace output
- 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

**What you’ll do**
- 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 GitLab 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

**What you’ll bring**
- 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 DevOps methodologies and technologies like Serverless and Kubernetes
- Understand a range of different GitLab implementations, and how service interruptions impact the customer.

**About the team**

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’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 GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

Thanks to our Transparency value, you can see what we are working on in 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
- All remote, asynchronous work environment
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support

**#LI-JM1**:
**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.

  • DevOps Engineer

    4 months ago

    Remote, New Zealand Selligent Marketing Cloud Full time

    The Company: Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in...

  • Lead Engineer

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use cloud based platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Diversity of people brings diversity of thought, and that is core to driving Xero’s mission. Supporting a culture of inclusion is something we’re immensely proud of. We know that a diverse workforce is a...

  • Team Lead Engineering

    7 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use cloud based platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Diversity of people brings diversity of thought, and that is core to driving Xero’s mission. Supporting a culture of inclusion is something we’re immensely proud of. We know that a diverse workforce is a...

  • Sr. DevOps Engineer

    4 months ago

    Remote, New Zealand Selligent Marketing Cloud Full time

    The Company: Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in...

  • Platform Engineer

    5 months ago

    Remote, New Zealand Nintex Full time

    **About Nintex**: At Nintex, we are transforming the way people work, everywhere. Nintex is the global standard for process intelligence and automation. Today more than 10,000 public and private sector organizations across 90 countries turn to the Nintex Process Platform to accelerate progress on their digital transformation journeys by quickly and easily...

  • Engineer

    7 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use cloud based platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Diversity of people brings diversity of thought, and that is core to driving Xero’s mission. Supporting a culture of inclusion is something we’re immensely proud of. We know that a diverse workforce is a...

  • DevOps Engineer

    7 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use cloud based platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Diversity of people brings diversity of thought, and that is core to driving Xero’s mission. Supporting a culture of inclusion is something we’re immensely proud of. We know that a diverse workforce is a...

  • Engineer - Security

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Infrastructure Engineer

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Automation Engineer

    5 months ago

    Remote, New Zealand Coalesce Full time

    We are looking to expand our engineering team with a Sr. Automation Engineer in New Zealand. In this role you’ll ensure that our SaaS platform, product, and tools function appropriately. You’ll work closely with the developers to ensure any changes behave as expected, and be a key member of our small but growing team in New Zealand. - Your day-to-day...

  • Lead Analytics Engineer

    5 months ago

    Remote, New Zealand Education Perfect Full time

    At Education Perfect, we believe that education has the power to change the world. Our mission is to maximise every student’s potential. As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career. We're looking for a Lead Analytics...

  • Senior Engineer

    7 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Salesforce Engineer

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Sr. Software Engineer

    5 months ago

    Remote, New Zealand Coalesce Full time

    We are looking to expand our engineering team with a Sr. Software Engineer in New Zealand. Our codebase has been intentionally designed to enable developers to build features and make architectural changes and improvements efficiently. Sr. Software Engineers at Coalesce typically "own" features from development and design to implementation and testing. -...

  • Lead Full-Stack Engineer

    5 months ago

    Remote, New Zealand Education Perfect Full time

    At Education Perfect, we believe that education has the power to change the world. Our mission is to empower teachers and students with technology that helps make that change a reality. As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your...

  • Software Engineer

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use cloud based platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. Diversity of people brings diversity of thought, and that is core to driving Xero’s mission. Supporting a culture of inclusion is something we’re immensely proud of. We know that a diverse workforce is a...

  • Senior Data Engineer

    5 months ago

    Remote, New Zealand Selligent Marketing Cloud Full time

    The Company The Role Marigold Engage by Sailthru is putting together a team to support and operate our data engineering platform, including data warehouse, pipelines and machine learning systems. This job requires a high level of technical competency and a desire to own and evolve the data platform that our product relies upon. If you’re passionate...

  • DevOps Engineer

    5 months ago

    Remote, New Zealand Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Api Trading Technical Support Lead

    5 months ago

    Remote, New Zealand Binance Full time

    Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange. Our mission is to accelerate cryptocurrency adoption and increase the freedom of money. If you’re looking for a fast-paced, mission-driven organization where opportunities...

  • Senior Backend Engineer

    5 months ago

    Remote, New Zealand Education Perfect Full time

    At Education Perfect, we believe that education has the power to change the world. Our mission is to maximise every student’s potential. As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career. We're looking for a **Senior Backend...