Support Engineer

As a Support Engineering Manager, you will be:

• helping hire a team of Support Engineers who are focused on delivering world class technical support.
• helping Support Engineers level up in their skills and experience.
• driving team members to be self-sufficient.
• building processes that enable team members to collaborate and execute.
• holding regular 1:1s with all members on their team.
• creating a sense of psychological safety on your team.
• engaging with our customers to triage their issues via email and video conferencing.
• creating, updating, or reviewing documentation changes based on customer interactions.
• fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction.
• training Support Engineers to screen applicants and conduct technical interviews.
• improving the customer experience in measurable and repeatable ways.
• participating in escalation on-call rotation (limited to regional working hours during the week and weekend).

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
• … and more!

You should apply if:

• You have an affinity for (and experience with) providing customer support, and making customers happy.
• You have more than 2 years experience leading Support Engineering teams.
• You’ve got advanced analytical and problem solving skills.
• You’ve got a keen eye for forward thinking solutions (Kubernetes, Containers, etc.).
• You enjoy solving many small problems per day.
• You’ve got 5+ years of support experience.
• Within the last 5 years, you have held a role at one company for at least 2 years.
• You understand DevOps processes and you appreciate the value technologies like Serverless and Kubernetes bring to the software deployment and development process.
• You’re able to communicate complex technical topics to customers and coworkers of varying technical skill level.
• You’ve got extensive experience building and scaling teams.
• You demonstrate excellent spoken and written English.
• You’re experienced in creating and implementing new processes and procedures.
• You’re experienced in writing support content.
• You’ve got experience leading remote, distributed teams across geographies with a keen focus on employee development and the achievement of desired results.
• You’ve got extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer, to development team, to resolution.
• You’re able to perform complex Linux System Administration tasks.
• You’ve got experience with web application development using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel).
• You’ve got experience with Git and CI/CD.
• Our values of collaboration, results, efficiency, diversity, iteration, and transparency resonate with you.