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Posted 9 months ago

Responsibilities
  • Provide immediate on-boarding activities such as installation and training following investment of GitLab
  • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
  • Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives
  • Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services
  • Work closely with the GitLab Sales Account team (Account Executive, Solutions Architects, Professional Services) to identify opportunities for new usage of GitLab across organizational functions
  • Work to identify and/or develop up-sell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations
  • Assist and provide expert deployment, operational best practices and establishing a GitLab Center of Excellence
  • Assist in workshops to help customers leverage the full value of GitLab solution
  • Provide insights with respect to the availability and applicability of new features in GitLab
  • Support GitLab Services in identifying and recommending training opportunities
  • Act as the GitLab liaison for GitLab technical questions, issues or escalations. This will include working with GitLab Support, Product Management(i.e. roadmaps), or others needed
  • Maintain current functional knowledge and technical knowledge of GitLab platform
  • Requirements
  • 7 + years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
  • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
  • Familiarity working with clients of all sizes, especially large enterprise organizations
  • Exception verbal, written, organizational, presentation, and communications skills
  • Detailed oriented and analytical
  • Strong team player but self starter
  • Strong technical, analytic and problem solving skills
  • Experience with Ruby on Rails applications and Git
  • Deep knowledge of software development lifecycle and development pipeline
  • Understanding of continuous integration, continuous deployment, chatOps, and cloud native
  • Above average knowledge of Unix and Unix based Operating Systems
  • Installation and operation of Linux operating systems and hardware investigation/manipulation commands
  • BASH/Shell scripting including systems and init.d startup scripts
  • Package management (RPM, etc. to add/remove/list packages)
  • Understanding of system log files/logging infrastructure
  • B.Sc. in Computer Science or equivalent experience
  • Programming/scripting experience & skill is required (Bash & Ruby)
  • Project management experience & skills
  • SCM admin and/or PS experience would be a plus
  • Set up HA/DR, working with Containers and Schedulers (Kubernetes preferred) and also experience with AWS stack (EC2, ECS, RDS, ElastiCache)