Senior Support Engineer @GitLab

Overview

The role of Senior Support Engineer at GitLab involves assisting customers in solving complex challenges while using GitLab in various environments. This position sits at the intersection of Support and Engineering, where the engineer will engage with customers directly and troubleshoot performance issues.

Key Responsibilities

• Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through various channels including Zendesk tickets, merge requests, email, and video calls.
• Mentor and guide teammates on complex troubleshooting and customer communication.
• Drive improvements to support practices, product quality, and documentation.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals and priorities.
• Participate in on-call rotations during weekday and weekend day hours, providing emergency support for GitLab customers.
• Involved in hiring processes, including reviewing applications and interviewing candidates.

Requirements

• Experience in managing complex, customer-facing technical cases from initial contact to resolution.
• Strong experience with Linux systems administration, scripting, Git, and CI/CD processes.
• Ability to mentor teammates and collaborate on complex troubleshooting.
• Experience working with Product, Engineering, and Sales teams for product improvement.
• Familiarity with DevOps practices and technologies, including Kubernetes.
• Demonstrated ability to learn and apply skills from technical support or engineering roles.
• Fluent Korean language skills (required).

Benefits

• Benefits to support health, finances, and well-being.
• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental Leave.

Location

Remote, South Korea

How to Apply

Please apply through the GitLab careers page or contact the recruiting team.