About the Role
As a Senior Support Engineer at GitLab, you will sit at the intersection of Support and Engineering. You will help customers solve complex, real-world challenges while running GitLab in diverse environments. You will dig into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source.
What You’ll Do
- Escalation Management: Act as an escalation point for difficult customer interactions and lead the resolution of complex issues via Zendesk, merge requests, email, and video calls.
- Mentorship: Guide teammates on complex troubleshooting and communication through pairing sessions and cross-team collaboration.
- Advocacy: Drive improvements to support practices, product quality, and documentation that influence team objectives.
- Cross-functional Collaboration: Work with Product, Development, Infrastructure, Customer Success, and Sales to shape product roadmaps and priorities.
- On-call: Participate in regular weekday and weekend on-call rotations during daytime hours to provide emergency support and coordinate incident communications.
- Hiring: Participate in the growth of the team by reviewing applications and conducting interviews.
What You’ll Bring
- Technical Expertise: Strong experience with Linux systems administration, scripting, Git, and CI/CD in production environments.
- Problem Solving: Proven ability to own complex, customer-facing technical cases from triage to resolution.
- Collaboration: Experience turning customer feedback into product fixes and feature improvements.
- DevOps Knowledge: Familiarity with Kubernetes, serverless computing, and various GitLab implementation models.
- Communication: Ability to mentor teammates and communicate effectively with both technical and non-technical stakeholders.
About the Team
We are a globally distributed team working asynchronously. We stay connected through pairing sessions, one-on-one meetings, and Slack. We prioritize work-life balance while maintaining high standards for customer support.
Benefits
- Flexible Paid Time Off
- Comprehensive health, finance, and well-being benefits
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
- Team Member Resource Groups
Timezone overlap
UTC+8–+12
Benefits
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