Senior Assigned Support Engineer (EMEA)
Level inferred from job title
Job description
Assigned Support Engineer at GitLab acting as a trusted technical advisor to the company's largest Self-managed, GitLab Dedicated, and GitLab.com customers, preventing operational disruption and resolving complex technical issues.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
What you'll do
- 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.
What we're looking for
- 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.
Your team
Support Engineering
A fully distributed, global group across the AMER, EMEA, and APAC regions, focused on helping customers get the most from GitLab by troubleshooting complex issues and digging into code and logs.
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Apply
About GitLab
The intelligent orchestration platform for DevSecOps
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.
Key facts
- DevSecOps software
- More than 50 million registered users
- More than 50% of the Fortune 100 trust GitLab
- All roles are remote; GitLab hires new team members in countries around the world
What they value
- Transparency