Support Engineer, APAC
2 weeks ago
Job type: Full-time
Hiring from: APAC
Category: Customer Support
This position is remote based, anywhere in APAC.
The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.
We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.
Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients
Triage customer issues, debug, and find workarounds if possible
Communicate via email and video conferencing with potential and current clients
Prepare and provide customer training, and make the training materials widely available
Improve GitLab through customer interaction
Submit and comment on bug reports and feature requests based on customer interactions
Create or update documentation based on customer interactions
Engage with the development team to escalate bugs, solve problems, or obtain missing information
Be available for occasional weekend on-call coverage (day-time only - approximately once every three months)
Ensure the knowledge we gain from running GitLab.com is shared with customers and users
Maintain good ticket performance and satisfaction
Meet or exceed SLA times consistently
Reliably respond to on-call emergencies
More information can be found on the support page in the handbook.
Affinity for (and experience with) providing customer support, and making customers happy
Enjoy solving many small problems per day
Ability to triage and resolve bugs
Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.
Experience with support platforms (e.g. Zendesk, SalesForce.com, etc.) preferred
Experience writing support content
Experience managing the entire issue lifecycle, from customer, to development team, to resolution
Ability to perform complex Linux System Administration tasks
Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)
Experience with Git
Experience with CI/CD
You share our values, and work in accordance with those values
Successful completion of a background check.
Spoken and written English
Please mention that you come from Remotive when applying for this job.
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