• 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