Senior Support Engineer
Level inferred from job title
Job description
A Support Engineer role at GitLab at the intersection of Support and Engineering, troubleshooting complex customer issues across self-managed GitLab and GitLab.com and contributing fixes to the codebase. The role joins the Engineering department and works directly with customers on edge cases.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- Korean – fluent
What you'll do
- Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls.
- Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features.
- Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team.
- Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.
What we're looking for
- Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions.
- Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels.
- Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
- Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers.
- Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles.
- Fluent Korean language skills (required)
Your team
Support Engineers (Engineering department)
A globally distributed group of Support Engineers across the Americas, Europe, the Middle East, and Africa, and Asia-Pacific. We work asynchronously and stay connected through pairing sessions, one-on-one meetings, coffee chats, and Slack.
Benefits
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
Apply
Direct apply at GitLab
Opens the job posting at GitLab
About GitLab
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
- Embraces AI as a core productivity multiplier
What they value
- Transparency