At GitLab, generative AI is treated as a core productivity multiplier and is expected to be integrated into all team members' daily workflows. In the Support Engineering role, AI is used to drive efficiency, innovation, and impact across the support lifecycle. You will be encouraged to leverage AI tools to accelerate troubleshooting, refine documentation, and optimize support processes. By embedding AI into your daily tasks, you help the team solve complex problems more effectively while contributing to the overall development of our platform. We embrace AI not just as a tool, but as a fundamental component of our collaborative, high-performance culture, ensuring that every voice is valued and careers can accelerate.

Success for an Intermediate Support Engineer at GitLab is defined by a blend of technical resolution, collaborative contribution, and customer advocacy. Key metrics include:

• Resolution Efficiency: The ability to effectively triage, reproduce, and resolve complex customer issues, including submitting code-level fixes via merge requests.
• Technical Contribution: Active participation in improving internal tooling, documentation, and support processes that enhance user experience.
• Cross-functional Impact: Effective collaboration with Product, Engineering, and Infrastructure teams to influence product roadmaps and resolve critical bugs.
• Operational Readiness: Reliability in managing rotating shift schedules and providing high-quality, professional support across various communication channels.
• Knowledge Exchange: Demonstrated commitment to team growth through pairing sessions, mentorship, and transparent documentation of findings.

Support teams are evolving from reactive help desks into deeply technical, engineering-aligned units. As seen at GitLab, modern Support Engineers act as "embedded" developers, utilizing advanced Linux administration, scripting (Ruby/Bash), and DevOps methodologies to resolve complex, distributed system issues. They no longer simply log tickets; they actively contribute to source code, fix bugs via merge requests, and build internal tools for automated diagnostics. This shift integrates support directly into the software development lifecycle, prioritizing proactive troubleshooting and architectural understanding. By leveraging automation and collaborative, asynchronous workflows, these teams ensure that high-performance environments remain stable while continuously improving product quality through direct interaction with infrastructure, code, and global customers.

The shift-based structure at GitLab is designed to maintain seamless global collaboration despite the 8-hour, 4-weekday/1-weekend requirement. While team members operate on varied schedules, they stay connected through intentional, asynchronous workflows and structured engagement. Support Engineers actively participate in regular pairing sessions, 1:1 meetings, and collaborative coffee chats to bridge the gap between shifts. Because GitLab emphasizes transparency and documentation, team members can effectively pick up complex technical problems left by others. By using shared issue trackers and constant Slack communication, the team ensures that "solving complex problems together" remains a core, high-performance practice, regardless of the individual shift timing.

At GitLab, Support Engineers are integral to product evolution, acting as a bridge between the customer and the engineering team. You will directly influence the product roadmap by collaborating with Product, Development, and Infrastructure teams to define strategy, prioritize features, and fix bugs based on your deep understanding of real-world edge cases.

By resolving complex issues via code contributions and merge requests, you provide firsthand insights into product pain points. Furthermore, you will help shape the product by documenting customer interactions, identifying recurring issues, and participating in cross-departmental efforts to improve the GitLab experience. This role ensures your technical expertise and customer advocacy directly impact how the platform transforms software development.