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GitLab · 1 day ago

Assigned Support Engineer (AMER)

United States

Full-time

Remote

Mid Level

$87K/yr - $156K/yr

GitLab is an open-core software company that develops a comprehensive AI-powered DevSecOps Platform. As an Assigned Support Engineer, you will act as a trusted technical advisor to GitLab's largest customers, troubleshooting complex issues and collaborating with various teams to enhance customer satisfaction and product development.

Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS

Comp. & Benefits

Responsibilities

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

Qualification

Linux systems administrationGitLab expertiseCI/CD knowledgeScripting languagesTroubleshooting skillsDevOps practicesEffective communication

Required

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