Engineering Support Specialist

2 days ago

Iloilo City, Western Visayas, Philippines beBeeCustomer Full time ₱600,000 - ₱1,000,000
Job Opportunity

This role offers a chance to collaborate with a dynamic team and contribute to the success of customers.

You will be embedded within an Engineering department where Support and Engineering meet.

Your tasks may include troubleshooting performance problems, interacting with Product teams to ensure steps in a bug report are reproducible, or diving deep into codebases and putting together merge requests to fix customer issues.

This position allows you to contribute to source code, improve documentation, and help build out efficient support processes in issue trackers.

  • A tool to quickly analyze strace output is required.
  • A solution to capture the state of a customer's server for easier troubleshooting is needed.
  • A tool which turns log files into interactive tables to easily sort and filter columns is necessary.

Responsibilities:

  • Support a mix of Self-managed and SaaS customers and resolve their 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, define and shape product goals, roadmap, priorities and strategy.
  • Create and update documentation based on customer interactions.
  • Collaborate with Support team members through Pairing Sessions and other GitLab team members.
  • Participate in regular rotations for weekday and weekend on-call coverage providing emergency support to Self-managed and SaaS customers or working with SaaS Production team to coordinate incident communications.

About The Team:

The Support team is distributed across the world in AMER, EMEA and APAC regions. Support Engineers work on Support Tickets and help GitLab's customers but also dig into code and logs to find out why something is not working as expected.

The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s as well as coffee chats and Slack conversations that help them stay connected.

What We Offer:

  • Benefits to support your health finances and well-being.
  • All remote asynchronous work environment.
  • Flexible Paid Time Off.
  • Team Member Resource Groups.
  • Equity Compensation & Employee Stock Purchase Plan.

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