An overview of this role

Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. 

That’s not all though - you’d equally be invited to contribute to the source code, improve our 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.

Some examples of our projects: 

• A tool to quickly analyze strace output
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• A functionality to ChatOps to make it easier to identify user accounts on GitLab.com

What you’ll do  

• Support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing
• Collaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the 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 (for example: as a Support Stable Counterpart)
• Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications

What you’ll bring 

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution
• Basic Linux systems knowledge
• Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash)
• Basic understanding of Git
• Ability to communicate technical topics to customers and coworkers of varying technical skill level

About the team

The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the 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. 

Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings. 

How GitLab will support you

• 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
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people fromunderrepresented groupsare less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

#LI-JM1

Who we seek:

A motivated and self-driven Staff Client Support Engineer to provide high-quality support to our enterprise customers, being their advocate in collaborating with our Development team to drive issues to resolution.

What you’ll do:

• Work closely with client stakeholders to troubleshoot advanced technical issues
• Evaluate implementation results, deploy solution components and workarounds, and participate in the product configuration efforts to meet clients’ specific requirements
• Engage with multi-discipline internal and client teams to ensure successful resolutions within customers’ environments
• Transfer knowledge for relevant technical areas at an applicable level of depth and detail within the internal Support organization as well as our customers
• Work closely with our Engineering and Product Management teams to prioritize and resolve product issues, enhancement requests, and possible implementation flow improvements
• Resolve complex problems through a deep understanding of how the product should work and analysis of code
• Identify and prioritize technical improvements backed by data and experience, while considering business constraints, to deliver on important initiatives
• Influence adjacent teams' designs to promote better holistic system design decisions

What you’ll bring:

• 7+ years of professional experience in information technology, with at least 2 years in a customer-facing role – preferably involved in product implementation and hands-on technical activities within enterprise corporate environments
• An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. A graduate degree in a technical or business discipline is a strong plus. (Extensive professional experience may be considered in lieu of a formal degree.)
• Meaningful experience with installation, configuration and management of Linux-based Operating Systems, including basic shell proficiency (bash, sh, ksh, tcsk, etc.), experience with package management systems (apt/dpkg, yum/rpm, etc.), file archiving tools (tar, gz, zip, bz2), remote access and file transfer protocols (SSH, SCP, SFTP/FTP), file sharing technology (NFS, CIFS/SMB), and authentication frameworks (LDAP, Kerberos)
• Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc.
• Hands on  experience in Docker and Kubernetes deployments 
• Demonstrated experience in writing code projects with Python, C++, C# and Java – major advantage.
• Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers and customers themselves.
• Develop and modify modules as part of workarounds for issues or as a professional services enhancement.
• Ability to context switch and move effectively between different tasks or competing priorities

Our Values:

We look for people who embody our values - Care, Do,Try & Shine.

•  Care- Wecareabout our customers and each other
•  Do- Wedowhat it takes to make a positive impact
•  Try- Wetryour best and we don’t give up
•  Shine- Weshineand make it our mission to always stand out

The annual base salary range is $90,000 – $115,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

???? Work from home with a global remote-first community

 Global Culture Corner

 Flexible PTO and Quarterly Volunteer Days

????  Equity Participation

 100% employer-covered medical, dental, and vision options available to you

???? Additional insurance benefits like pet insurance and legal assistance 

???? Learning & Development Opportunities 

 Fidelity Employer Sponsored 401K 

 Robust DEI Program with several vibrant ERG communities

Paid Parental Leave

#LI-Remote

#LI-AR1

About JW Player:

JWP is the game-changing video software and data insights platform that's revolutionizing the Digital Video Economy. With our cutting-edge technology, we give our customers unparalleled independence and control over their digital video content. We began over a decade ago as an open-source video player, but today, JWP is the driving force behind digital video for hundreds of thousands of businesses worldwide. And with over 1 billion viewers tuning in every month across 2.7 billion unique devices, there's no limit to what we can achieve. We're on the lookout for passionate and innovative candidates who are ready to join us on this journey of transforming the world of digital video.

The Technical Support Team:

The L2 Support team plays an integral role in the customer lifecycle and serves as the second line of escalation for technical support. L2 Support professionals possess an advanced understanding of their specialty at JW Player. They dedicate each day to supporting customers with technical queries, enhancing both their own and customers' understanding of our products and their implementation.

Our top priority is to deliver an industry-leading customer experience, nurturing robust relationships with our clients and ensuring the swift resolution of technical issues.

The Opportunity:

JW Player is hiring an L2 Support Engineer for our global Technical Support team, serving customers across EMEA, APAC, and AMER regions. This role involves closely collaborating with our technical support teams to provide top-notch support.

Support Engineers at JW Player work at the code level, ensuring the expert implementation of our technology for the best online video viewing experience. This position offers exposure to the entire online video ecosystem, interacting with content creators, publishers, advertisers, and audiences.

Support Engineers are crucial to JW Player's customer success and rapid growth. The ideal candidate is a quick learner with a diverse technical skill set, excelling in a fast-paced, self-starting environment.

As a L2 Support Engineer, you will: 

• Provide second-line technical software support to JW Player customers in a dynamic, fast-paced environment.
• Participate in the escalation out-of-hours roster, demonstrating flexibility and a commitment to customer needs.
• Effectively manage and prioritize tasks in line with established service level agreements, consistently meeting or exceeding customer expectations.
• Utilize various resources, including JW Player’s internal knowledge base, Learning Management System (LMS), user guides, and web research, to diagnose and resolve technical issues.
• Actively contribute to enhancing JW Player’s support systems and practices, ensuring they evolve to meet changing customer needs and technological advancements.
• Escalate more complex issues to Third Line/Engineering/DevOps teams.
• Generate incident reports and escalate recurring issues to the product team.
• Educate customers on best practices for using our offerings, including our JavaScript web player and JW Dashboard.
• Contribute to the continuous improvement of support systems and practices.
• Attend regular technical company meetings and training workshops.
• Occasional travel may be required.

Requirements for the role:

• Minimum 1 year of experience in a similar role.
• Excellent customer service skills with a focus on customer success.
• Proficiency in front-end web development languages and frameworks.
• Some development experience in at least one programming language (e.g., Python, JS, Node, etc.).
• Experience in navigating and troubleshooting Linux and Windows operating systems.
• Methodical and disciplined problem-solving and fault-finding attributes.
• High degree of accuracy and attention to detail.
• Experience in providing internal training and writing documentation.
• Background in providing 2nd line support on tickets and adhering to service level agreements.
• Self-motivated and enthusiastic.
• Strong experience supporting B2B customers with bespoke projects and products.

Bonus Points:

• Proficient in Android (Kotlin/Java) or iOS (Swift) development.
• Familiarity with video encoding, ad networks, content management platforms, and streaming protocols.
• Hands-on experience with cloud computing components, particularly with Amazon Web Services.
• Expertise in video-related tools and workflows, including implementing Digital Rights Management (DRM) and managing Server Side Ad Insertion (SSAI).
• Knowledge of streaming technologies, such as Unified Streaming, HLS, and DASH protocols.

Perks & Benefits of being at JW Player, North Macedonia: