​This is a high-impact, technical role at an open-core company. Unlike traditional support, this position sits at the intersection of Engineering and Customer Success. At GitLab, you are encouraged to go beyond troubleshooting by contributing directly to the source code via merge requests to fix customer-impacting bugs.

• ​Location: Remote (EMEA)
• ​Company Culture: AI-powered DevSecOps; “Everyone can contribute.”
• ​Core Tech: Linux, Git, Ruby on Rails (GitLab codebase), Zendesk, and GitLab.com (SaaS).
• ​On-Call: Participation in weekday and weekend daytime on-call rotations is required.

​Key Responsibilities: Triage, Coding, and Collaboration

​The “Associate” title at GitLab still implies a deep technical dive into complex production environments.

​Technical Troubleshooting and Root Cause Analysis

​You will support both self-managed (on-premise) and SaaS customers. This involves digging into Linux system logs, analyzing application performance, and reproducing “edge cases” to identify the root cause of an issue. Your goal is not just to provide a workaround, but to drive a durable fix.

​Direct Code Contribution

​GitLab expects Support Engineers to be contributors. You will research and implement merge requests (MRs) to resolve customer problems or improve the supportability of the product. This could involve fixing a bug in the GitLab codebase or creating specialized tools—like a script to check an Omnibus installation for known issues.

​Cross-Functional Influence

​You will serve as a “Support Stable Counterpart” to teams in Product, Development, and Infrastructure. By identifying trends in customer tickets, you will help shape the product roadmap, improve public documentation, and streamline internal workflows in the GitLab issue tracker.

​What You’ll Bring: Skills and Experience

​GitLab values “transferable skills” and an openness to diving into unfamiliar code.

• ​Case Management: Proven experience managing the full lifecycle of a support case, from triage and reproduction to the final bug report.
• ​Linux Expertise: Practical familiarity with Linux administration and troubleshooting in server environments.
• ​Scripting: The ability to read and write scripts in languages like Ruby or Bash.
• ​Git Proficiency: A solid understanding of common source control concepts and Git workflows.
• ​Communication: Exceptional skills in explaining structured technical topics to diverse audiences (from developers to sales).

​Example Projects in This Role

​To understand the daily work, GitLab highlights these types of internal initiatives:

• ​Log-to-Table Tool: Creating software that transforms raw log files into interactive, filterable tables for faster diagnosis.
• ​State Capture Solution: Developing a script to capture the precise state of a customer’s server during a failure.
• ​ChatOps: Building features to identify and manage user accounts on GitLab.com directly via chat commands.

​Summary of Role Impact

​This is a highly visible role. Because GitLab is open-core, your documentation updates and code fixes are often public, contributing to the global DevSecOps community. It is ideal for a support professional who wants to transition into a more developer-centric career path while staying close to the customer experience.