Senior Technical Advocate

24 hours ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time $72,000 - $96,000

Job Overview:

A Support Engineer at our organization will be embedded within the Engineering department and operate in an environment where Support and Engineering meet. This role involves interacting with customers daily as they encounter difficult edge cases of running GitLab in complex environments.

The job requires expertise in Linux systems administration, scripting languages (preferably Ruby or Bash), MVC frameworks (preferably Ruby on Rails), and experience with Git and CI/CD. The successful candidate will also have excellent communication skills to explain complex technical topics to customers and coworkers of varying technical skill levels.

In addition to resolving customer issues, the Support Engineer will contribute to the source code, improve documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers.

About this Role:

  • Resolve customer issues via Zendesk tickets, merge requests, email, and video conferencing
  • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features and fix bugs
  • Create and update documentation based on customer interactions
  • Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our Self-managed and SaaS customers
  • Participate in hiring processes by reviewing applications and assessments, and participating in interviews

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