---
title: 'Intermediate Support Engineer (SHIFT) at GitLab'
canonical: 'https://feeny.ai/job/intermediate-support-engineer-shift-gitlab-united-kingdom-2pttvq0yx7ym'
type: 'job'
last_seen: '2026-09-09'
---

# Intermediate Support Engineer (SHIFT) at GitLab

- **Company:** GitLab
- **Location:** United Kingdom
- **Work type:** remote
- **Posted:** 2026-08-05
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/gitlab/jobs/8684078002

## Job description

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. [Co-create the future with us](https://www.youtube.com/watch?v=OuZIb5zszQI) as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

This is a shift role. Working 8-hour shifts with 4 weekdays and 1 weekend day.

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 automatically check a GitLab Omnibus install for known issues](https://gitlab.com/gitlab-com/support/toolbox/gitlab-detective)
- A[solution to capture the state of a customer’s server](https://gitlab.com/gitlab-com/support/toolbox/gitlabsos) for easier troubleshooting
- [A tool which turns log files into interactive tables to easily sort and filter columns](https://gitlab.com/gitlab-com/support/toolbox/sosparser)
- A functionality to[ChatOps](https://docs.gitlab.com/ee/ci/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](https://about.gitlab.com/handbook/product/), [Development](https://about.gitlab.com/handbook/engineering/development/), [Infrastructure](https://about.gitlab.com/handbook/engineering/infrastructure/), [Customer Success](https://about.gitlab.com/handbook/customer-success/) and [Sales](https://about.gitlab.com/handbook/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](https://gitlab.com/gitlab-com/support/support-pairing/?_gl=1%2a1vj7usl%2a_ga%2aMTYyOTI0OTAxNC4xNjc4NzIwMDg0%2a_ga_ENFH3X7M5Y%2aMTY4NDgzNDU0OC4xMTAuMS4xNjg0ODM2NDM3LjAuMC4w)) and other GitLab team members (for example: as a [Support Stable Counterpart](https://about.gitlab.com/handbook/support/#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
- Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

## 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 hand off to the development team, and case resolution
- Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
- Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
- Experience with Git and CI/CD
- Expertise in writing support content
- Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes
- Understand a range of different GitLab implementations, and how service interruptions impact the customer.

## 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](https://about.gitlab.com/handbook/support/workflows/how-to-get-help.html) and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

Thanks to our [Transparency](https://about.gitlab.com/company/culture/all-remote/values/#transparency) value, you can see what we are working on in our [Support Team](https://about.gitlab.com/handbook/support/) page. Additionally, you can see our company [roadmap](https://about.gitlab.com/direction/) and [listen](https://www.youtube.com/@Gitlab) to some of our meetings.

How GitLab will support you

- [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)
- [All remote](https://about.gitlab.com/company/culture/all-remote/guide/), [asynchronous](https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment
- [Flexible Paid Time Off](https://about.gitlab.com/handbook/paid-time-off/)
- [Team Member Resource Groups](https://about.gitlab.com/company/culture/inclusion/erg-guide/#:~:text=Definition%20of%20the%20TMRG%20%2D%20Team%20Member%20Resource%20Groups,-TMRGs%20are%20voluntary&text=The%20purpose%20for%20this%20type,developing%20the%20sense%20of%20belonging.)
- [Equity Compensation & Employee Stock Purchase Plan](https://about.gitlab.com/handbook/stock-options/)
- [Growth and development budget](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)
- [Parental leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)
- [Home office](https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) 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 from [underrepresented groups](https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups) are 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. How GitLab Supports Full-Time Employees

- [Benefits to support your health, finances, and well-being](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)
- [Flexible Paid Time Off](https://handbook.gitlab.com/handbook/people-group/time-off-and-absence/time-off-types/#flexible-paid-time-off-pto)
- [Team Member Resource Groups](https://handbook.gitlab.com/handbook/company/culture/inclusion/tmrg-tmag/)
- [Equity Compensation & Employee Stock Purchase Plan](https://handbook.gitlab.com/handbook/total-rewards/stock-options/)
- [Growth and Development Fund](https://handbook.gitlab.com/handbook/people-group/learning-and-development/growth-and-development/)
- [Parental Leave](https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)

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 from [underrepresented groups](https://about.gitlab.com/company/culture/inclusion/#examples-of-select-underrepresented-groups) are 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.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our [Recruitment Privacy Policy.](https://handbook.gitlab.com/handbook/hiring/candidate-faq/recruitment-privacy-policy/) Your privacy is important to us.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also [GitLab’s EEO Policy](https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and [EEO is the Law](https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices). If you have a disability or special need that requires [accommodation](https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation), please let us know during the [recruiting process](https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process).

## About GitLab

## Company Overview
- **One-liner**: GitLab provides an intelligent orchestration platform for DevSecOps, enabling teams and AI agents to plan, build, secure, and deploy software faster.
- **Entity Type**: Public (NASDAQ: GTLB)
- **Headquarters**: San Francisco, CA, USA
- **Founded**: 2011
- **Founders**: Not explicitly listed in provided materials

## Core Business
- Primary industry: DevSecOps, Software Development Lifecycle Platform
- Target customers: Enterprise, SMB, B2B – used by over 100,000 organizations including large enterprises
- Mission / Purpose: "Unlock every team to ship trusted software at the speed of imagination"

## Products & Services
- **[GitLab Platform](https://about.gitlab.com/company/)**: Integrated DevSecOps/DevOps platform (SaaS and self-managed) covering source code management, CI/CD, security scanning, monitoring, and AI-powered features (e.g., Duo Agent).
- **GitLab Duo**: AI-powered suite of tools for code generation, review, and automation across the software lifecycle.

## Market Standing
- **Valuation / Market Cap**: Not disclosed in provided materials (public company – refer to NASDAQ: GTLB)
- **Key Metrics**: Over 50 million registered users, 2,500+ team members, 5,500+ code contributors, 2,500+ consecutive monthly releases (as of June 2026)
- **Notable Investors / Partners**: Public company; prior investors include Y Combinator (2015 cohort). Detailed list not provided.
- **Growth Signals**: 100,000+ organizations use GitLab; continuous monthly releases since 2011; expanding AI capabilities (Duo Agent); certification as Great Place to Work (US & India, 2026–2027)

## Competitive Advantages
- **All-in-one DevSecOps platform** that replaces multiple point tools, reducing complexity and toolchain friction.
- **Strong open-source heritage** and community-driven innovation (5,500+ contributors).
- **AI-first approach** with built-in agents for code generation, review, and security.
- **Culture of transparency** – handbook-first, public-by-default documentation that scales remote work.

## Strategic Focus
- **AI-powered software creation**: Deep integration of AI agents (Duo Agent) to accelerate development while maintaining security and compliance.
- **Enterprise adoption**: Scaling to meet the needs of large, regulated organizations with compliance and security features.
- **Remote-first operations**: Continuing to build and improve asynchronous, all-remote work culture as a competitive advantage.

## Why Work Here
- **Fully remote**: 100% remote company from the start – work from anywhere; asynchronous and flexible schedules.
- **Awards & recognition**: Great Place to Work Certified (US & India 2026–2027); BuiltIn Best Remote Places to Work 2026; Fortune Best Workplaces in Technology 2025.
- **Benefits**: Equity compensation, Employee Stock Purchase Plan, generous paid time off, annual growth & development benefit, access to LinkedIn Learning and leadership programs.
- **Inclusive culture**: Multiple Team Member Resource Groups, strong Diversity, Inclusion & Belonging (DIB) commitment.
- **Learning & development**: Industry-leading leadership programs and platforms like LinkedIn Learning and Level Up.

## Sources
1. [about.gitlab.com](https://about.gitlab.com/jobs/)
2. [about.gitlab.com/company](https://about.gitlab.com/company/)
3. [handbook.gitlab.com](https://handbook.gitlab.com/handbook/people-group/employment-branding/content-library/)
4. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/gitlab/jobs/8481958002)
5. [about.gitlab.com (homepage)](https://about.gitlab.com/)

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