Senior Support Engineer @GitLab

Overview

The role of Senior Support Engineer at GitLab involves supporting customers in solving complex issues while running GitLab in diverse environments. The position sits at the intersection of Support and Engineering, requiring collaboration across various teams to enhance product quality and support practices.

Key Responsibilities

• Act as an escalation point for difficult customer interactions, leading resolution of complex issues through various communication channels.
• Mentor teammates in troubleshooting and customer communication through collaborative sessions.
• Drive improvements to support practices and documentation, influencing team objectives.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals and priorities.
• Participate in on-call rotations during daytime hours for emergency support.
• Assist in hiring by reviewing applications and participating in interviews for the Support team.

Requirements

• Experience managing complex, customer-facing technical cases from initial contact to resolution.
• Strong background in Linux systems administration, scripting, Git, and CI/CD practices.
• Ability to mentor teammates in troubleshooting and customer interactions.
• Experience collaborating with various teams to translate customer feedback into product enhancements.
• Familiarity with DevOps technologies such as Kubernetes and serverless computing.
• Demonstrated ability to learn and collaborate across teams from previous technical support or engineering roles.

Benefits

• Health, financial, and well-being support.
• Flexible Paid Time Off.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

Location

This is a remote role, with GitLab hiring globally. Specific location-based eligibility requirements may apply.

How to Apply

Interested candidates should apply through the provided application process.