Senior Support Engineer

An overview of this role

As a Support Engineer at GitLab, you'll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments. You'll join the Engineering department and work directly with customers as they encounter edge cases. You'll dig into Linux systems, logs, and our Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source.

You'll also improve our documentation, refine support processes in our issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so customer feedback directly shapes our roadmap. In your first year, you'll build deep expertise across a range of GitLab implementations, strengthen our ability to keep customers productive on both self-managed GitLab and GitLab.com software as a service, and help create tools and content that make support more efficient and effective for the entire team.

Some examples of our projects:

• A tool to automatically check a GitLab Omnibus install for known issues
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• A ChatOps feature that makes it easier to identify user accounts on GitLab.com

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.
• Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
• 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 you’ll bring

• 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.

About the team

We're 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. We structure our shifts to support our personal lives while meeting customer needs. Thanks to GitLab’s transparency value, you can see what we are working on and how we operate on our Support Team page.