Senior Support Engineer

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Act as an escalation point for difficult customer interactions and lead resolution of complex issues through Zendesk tickets, merge requests, email, and video calls • Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration • Drive improvements to support practices, product quality, reusable documentation, and support content • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape product goals, roadmaps, priorities, fixes, and new features • Participate in weekday and weekend daytime on-call rotations, providing emergency support for self-managed GitLab and GitLab.com customers • Coordinate incident communications with the GitLab.com Production team • Review applications and assessments and join interviews to help grow the Support team • Troubleshoot performance issues, reproduce bugs, and contribute merge requests to GitLab’s Ruby on Rails codebase • Improve documentation and refine support processes in the issue tracker

🎯 Requirements

• Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions • Strong experience with Linux systems administration, scripting, Git, and CI/CD in production or customer environments • Ability to investigate issues at both infrastructure and application levels • Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration • Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product 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 • Ability to participate in weekday and weekend daytime on-call rotations • Ability to incorporate AI into daily workflows

🏖️ Benefits

• Benefits to support your health, finances, and well-being • Flexible Paid Time Off • Team Member Resource Groups • Equity Compensation & Employee Stock Purchase Plan • Growth and Development Fund • Parental Leave • Asynchronous work • Shifts structured to support personal lives while meeting customer needs