Senior Support Engineer, AMER

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $126.4k - $213.6k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Provide technical support to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers • Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as strace through email and video conferencing • Build proactive relationships with key customer stakeholders and help prioritize technical blockers • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and shape product goals and roadmap • Advise customers on GitLab and CI/CD implementations and incident mitigation • Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides • Partner with Support Engineering colleagues through pairing sessions and stable counterpart relationships • Participate in hiring by 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 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 deployment models and outages • 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 • Familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails • Effective communication skills for explaining complex technical topics and building rapport with customer stakeholders • Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms • All team members expected 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