GitLab Support Engineer EMEA

Posted on February 8th, 2019

This position is remote based, anywhere in EMEA (Europe, Middle East, Africa).
 
The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.
 
We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.

Responsibilities

    • Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
    • Triage customer issues, debug, and find workarounds if possible
    • Communicate via email and video conferencing with potential and current clients
    • Prepare and provide customer training, and make the training materials widely available
    • Improve GitLab through customer interaction
    • Submit and comment on bug reports and feature requests based on customer interactions
    • Create or update documentation based on customer interactions
    • Engage with the development team to escalate bugs, solve problems, or obtain missing information
    • Participate in the on-call rotation to provide 24/7 emergency customer response
    • Ensure the knowledge we gain from running GitLab.com is shared with customers and users
    • Maintain good ticket performance and satisfaction
    • Meet or exceed SLA times consistently
    • Reliably respond to on-call emergencies
    • More information can be found on the support page in the handbook.

Requirements

    • Affinity for (and experience with) providing customer support
    • Technical Skills
    • Able to triage and resolve GitLab issues
    • Able to perform complex Linux system administration tasks
    • Experience with Ruby on Rails applications and Git
    • Communication Skills
    • Communicate clearly with customers on technical topics
    • Take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution
    • Makes customers happy
    • Spoken and written English
    • You share our values, and work in accordance with those values
    • Successful completion of a background check
 The compensation calculator for this role can be found here.
Remote-UK
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