GitLab is looking for a Customer Support Engineer to ensure the stability and success of 1upHealth customers in production. In this customer-facing role, you will triage and resolve complex technical issues, monitor data workflows, and collaborate with internal teams to drive timely resolutions.
What You'll Do
- Serve as a trusted technical point of contact for production support across customers and partners, delivering high-quality service through virtual meetings, email, and our support portal.
- Lead the investigation and resolution of Tier 2 and Tier 3 issues, including hands-on troubleshooting of data, APIs, and configuration settings.
- Collaborate cross-functionally with Engineering and Product teams to resolve bugs and implement interim workarounds.
- Proactively monitor key data pipelines and workflows to prevent issues before they escalate.
- Support the triage process for inbound support cases, ensuring prioritization, proper routing, and timely follow-up.
- Identify opportunities to improve our tooling and ticketing systems (Salesforce, JIRA), and champion scalable solutions that improve the support experience.
- Contribute to internal knowledge bases and process development to improve Customer Care operations.
- Foster a strong culture of empathy, responsiveness, and technical excellence in every customer interaction.
What We're Looking For
- 5+ years of experience in a technical support or customer success engineering role within a healthcare technology or health IT environment.
- Hands-on experience with healthcare interoperability standards such as FHIR, HL7 v2, CCDA, and X12 (EDI).
- Deep understanding of RESTful APIs and experience using tools like Postman to validate and troubleshoot.
- Strong SQL skills and ability to interrogate relational databases.
- Familiarity with production monitoring tools and workflows; comfort with supporting cloud-based systems.
- Excellent problem-solving and communication skills, with the ability to navigate ambiguity and manage competing priorities.
- Bachelor's degree in Computer Science, Software Engineering, Health Informatics, and/or equivalent work experience.
Nice to Have
- Experience with AWS services, Apache NiFi, Kubernetes, or RDS.
- Exposure to payer data systems (e.g., claims, provider, eligibility).
- Salesforce Service Cloud and JIRA configuration knowledge.
- Prior experience in supporting mission-critical, customer-facing systems in a 24/7 production environment.
Technical Stack
- Healthcare Standards: FHIR, HL7 v2, CCDA, X12 (EDI)
- APIs & Tools: RESTful APIs, Postman
- Databases & Languages: SQL
- Infrastructure & Platforms: AWS, Apache NiFi, Kubernetes, RDS
- Support Systems: Salesforce Service Cloud, JIRA
Benefits & Compensation
- 100% Paid BCBS Medical and Dental Insurance for Employees
- Vision Insurance
- Unlimited PTO
- Equity
- 401(k)
- Home Office Stipend
- Lifestyle Savings Account
- Parental Leave (16 weeks for birthing parents, 6 weeks for non-birthing parents)
Work Mode
This role follows a local-country work mode and is open to candidates located in the US.
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