Desired Skills and Experience

  • 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

  • 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

  • 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
  • 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

  • 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

  • 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
  • Excellent spoken and written English
  • You share our values, and work in accordance with those values