Senior Support Engineer, EMEA

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-11

Artificial Intelligence • Enterprise • SaaS

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

• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant. • Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing. • Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers. • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap. • Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them. • Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently. • Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together. • Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.

🎯 Requirements

• Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution. • Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations. • Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools. • Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers. • Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides. • Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails. • Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders. • Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains.

🏖️ 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