Senior Assigned Support Engineer
Provides advanced technical support and advisory services to major GitLab customers, troubleshooting Linux, GitLab, CI/CD, and infrastructure issues while coordinating cross-functional resolutions and creating reusable support content.
About the job
Responsibilities
- Provide technical support to large Self-managed, GitLab Dedicated, and GitLab.com customers, keeping their GitLab environments stable and performant.
- Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as
stracethrough email and video conferencing. - Build proactive relationships with customer stakeholders and help prioritize important technical blockers.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and shape product goals and roadmap.
- Advise customers on GitLab and CI/CD implementations, including how incidents and service interruptions affect workflows and how to mitigate them.
- Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides.
- Partner with Support Engineering team members through pairing sessions and stable counterpart relationships.
- Participate in hiring activities, including application and assessment reviews and interviews.
Requirements
- Experience managing complex, customer-facing support cases end to end, from inquiry and triage through reproduction, escalation, and resolution.
- Advanced troubleshooting skills for ambiguous, multilayered technical issues across applications, infrastructure, and integrations.
- Strong Linux systems administration knowledge, equivalent to LFCE or RHCE level, including performance analysis and low-level debugging.
- Practical experience with GitLab and continuous integration/continuous delivery (CI/CD), including deployment models and outage impacts.
- Ability to write and maintain clear, reusable support content.
- Proficiency with scripting languages such as Ruby or Bash.
- Familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
- Strong communication skills for explaining complex technical topics and building rapport with customer stakeholders.
Nice to Have
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.
- Transferable experience from related technical domains.
Benefits
- Flexible paid time off
- Team member resource groups
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
Skills
Linux, GitLab, CI/CD, Zendesk, Strace, Ruby, Bash, Ruby on Rails, Kubernetes, Serverless Platforms, DevOps
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