Support Engineer (EMEA, APAC, & Americas)

GitLab · Jul 7th 2017

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  • 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 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.

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