Support Engineer (EMEA)
GITLAB
Nơi làm việc
Niger
Chi tiết công việc
What you can expect in a Support Engineer role at GitLab:
As a Support Engineer, you will:
• resolve customer issues via email and video conferencing.
• support a mix of Self-managed and GitLab.com (SaaS) customers.
• collaborate with our Product and Development Teams to build new features and fix bugs.
• create and update documentation based on customer interactions.
• work hard to solve customer problems while delighting them along the way.
• 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.
• work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs.
• continually research and learn the current and future best practices of using GitLab.
• participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
• suggest and implement improvements to Support workflows.
Projects you might work on:
• When you’re not tackling difficult customer challenges, you’ll have a lot of freedom to work on things that will make your (and the lives of your coworkers) easier. Current and past support engineers have:
• created a tool to quickly analyze strace output
• built and maintained tooling to handle our call scheduling
• scripted a solution to capture the state of a customer’s server for easier troubleshooting
• added functionality to ChatOps to make it easier to identify user accounts on GitLab.com
• written a Chrome Extension to route downloads from Zendesk tickets into organized folders
• … done even more
