Senior Support Engineer
Provides escalated technical support for GitLab customers by troubleshooting Linux, application, and DevOps issues, reproducing bugs, and contributing fixes. The role also mentors teammates, improves support content and processes, and collaborates across Product, Engineering, Infrastructure, Customer Success, and Sales.
About the job
Responsibilities
- Act as an escalation point for difficult customer interactions and lead complex issue resolution through Zendesk tickets, merge requests, email, and video calls.
- Mentor teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
- Improve support practices, product quality, reusable documentation, and support content.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape product goals, roadmaps, and priorities while driving fixes and new features.
- Participate in weekday and weekend daytime on-call rotations for self-managed GitLab and GitLab.com customers.
- Coordinate incident communications with the GitLab.com Production team.
- Participate in hiring by reviewing applications and assessments and joining interviews.
Requirements
- Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and customer communication, including escalated interactions.
- Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments.
- Ability to investigate issues at both infrastructure and application levels.
- Ability to mentor teammates on troubleshooting and customer communication.
- Experience collaborating with Product, Engineering, and Sales to turn customer feedback into fixes, feature improvements, and roadmap priorities.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing.
- Understanding of how different GitLab implementations operate and affect customers.
- Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles.
Benefits
- Flexible paid time off
- Team member resource groups
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
Skills
Linux, Linux Systems Administration, Ruby on Rails, Git, Continuous Integration, Continuous Delivery, Kubernetes, Serverless Computing, Zendesk, Gitlab Omnibus, Chatops, Scripting
Similar jobs
Support Engineering jobs
Databricks
Bengaluru, India
Provides frontline technical support for the Databricks Data Intelligence platform, resolving complex customer issues, leading incident response, and improving platform reliability. Requires 7+ years of relevant experience, cloud and distributed-data expertise, and a bachelor’s degree.
Dynamo AI
India
Leads Level 1 technical triage for a B2B AI deployment in India, diagnosing issues across ML systems, applications, APIs, infrastructure, and networking before coordinating escalations. The role requires 5–9 years of technical or production support experience and strong incident communication and ownership.
Stripe
Bengaluru, India
Leads a Bengaluru-based Seller Systems operations team in a player-coach role, overseeing performance, staffing, escalations, and associate development while improving workflows and user experiences. Requires 9+ years in user-facing support or operations and 3+ years leading or mentoring teams.
Kong
Bengaluru, India
Leads a team of Technical Support Engineers handling complex enterprise customer issues, escalations, and production-impacting incidents. Requires 10+ years in enterprise software, leadership experience, and strong knowledge of APIs, networking, cloud infrastructure, Kubernetes, containers, and distributed systems.
Clickhouse
APACProvides senior technical support for ClickHouse users and customers across Latin America and global regions, handling cases, troubleshooting databases and distributed systems, supporting technical pre-sales activities, and mentoring others. Requires strong communication and experience in support or related engineering roles.