# Senior Support Engineer

**Company:** [GitLab](https://hotfix.jobs/companies/gitlab)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Linux, Linux Systems Administration, Ruby on Rails, Git, Continuous Integration, Continuous Delivery, Kubernetes, Serverless Computing, Zendesk, Gitlab Omnibus, Chatops, Scripting
**Posted:** 2026-08-18

> 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.

## Job Description

## 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

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