Senior Assigned Support Engineer-(Designated / Premier Support)
GitLab · Posted Oct 28
DevSecOps platform, software version control, CI/CD pipeline, and AI-assisted development services
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About the role
GitLab is an intelligent orchestration platform for DevSecOps, and its Support team is a fully distributed global group that helps customers troubleshoot complex issues by digging into code and logs. As an Assigned Support Engineer, the role acts as a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, using Linux, GitLab, and CI/CD expertise to prevent and resolve critical support issues. The engineer also collaborates with Product, Development, Infrastructure, Customer Success, and Sales and creates reusable support content.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- 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.
Benefits and support
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
About GitLab
GitLab is an intelligent orchestration platform for DevSecOps, delivered as a single application that empowers development, security, and operations teams to ship software faster and more securely. Operating as one of the world's largest all-remote companies, GitLab integrates the entire software lifecycle from planning and source code management to CI/CD and automated security testing. Millions of users and thousands of organizations globally rely on GitLab to scale their development workflows and adopt agentic AI engineering.
- Industry
- Software Development
- Company size
- 2375 employees
- Founded
- 2011
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $435M raised
- 2022-09-16Post IPOUndisclosed
- 2019-09-17Series E$268M
- 2018-09-19Series D$100M
- 2017-10-10Series C$20M
- 2016-03-15Series B$4M
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Technology Officer
Chief Product and Marketing Officer
Chief Business and Legal Officer
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