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Support Engineer, Americas West

Job NL
Posted 21 Mar 2024
Work experience
5 to 7 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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Remote, Americas, PST

Thank you for your interest in the Support Engineer, Americas West role at GitLab. While we're not immediately hiring in this region (Americas West), we anticipate continued growth over the next year within our Global Support team. We encourage you to apply so we can provide more immediate feedback as we screen and qualify you for the role for future consideration.

This position is remote based, anywhere in Pacific Standard Time.

The rising popularity of GitLab means that our Product is 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 clientsTriage customer issues, debug, and find workarounds if possibleCommunicate via email and video conferencing with potential and current clientsPrepare and provide customer training, and make the training materials widely availableImprove GitLab through customer interactionSubmit and comment on bug reports and feature requests based on customer interactionsCreate or update documentation based on customer interactionsEngage with the development team to escalate bugs, solve problems, or obtain missing informationBe available for occasional weekend on-call coverage (day-time only - approximately once every three months)Ensure the knowledge we gain from running GitLab.com is shared with customers and usersMaintain good ticket performance and satisfactionMeet or exceed SLA times consistentlyReliably respond to on-call emergenciesMore information can be found on the support page in the handbook.

Requirements

Support Requirements:

  • Affinity for (and experience with) providing customer support, and making customers happy
  • Enjoy solving many small problems per day
  • Ability to triage and resolve bugs
  • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
  • Experience with support platforms (e.g. Zendesk, SalesForce.com, etc.) preferred
  • Experience writing support content
  • Experience managing the entire issue lifecycle, from customer, to development team, to resolution

Technical Requirements:

  • Ability to perform complex Linux System Administration tasks
  • Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
  • Experience with Git
  • Experience with CI/CD

Other Requirements:

  • You share our values, and work in accordance with those values
  • Successful completion of a background check.
  • Spoken and written English

The compensation calculator for this role can be found here.

GitLab Inc. is a company based on the GitLab open-source project, helping developers collaborate on code to build great things and ship on time. We are an active participant in our global community of customers and contributors, trying to serve their needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write.

IT
Amsterdam
1,000 employees