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 and demanding environments. You will work directly with customers to troubleshoot edge cases, dig into Linux systems, analyze logs, and contribute to our Ruby on Rails codebase to fix problems at the source.
What You’ll Do
- Escalation Management: Act as an escalation point for difficult customer interactions, leading resolution through 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 Rotations: Participate in regular weekday and weekend on-call rotations during daytime hours to provide emergency support.
- Hiring: Participate in the growth of the Support 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.
- Language Skills: Fluent Korean language skills are required.
- Growth Mindset: Demonstrated ability to learn, collaborate across teams, and apply transferable skills.
How GitLab Supports You
- 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
Open to
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