Senior Assigned Support Engineer (AMER)

Details

As an Assigned Support Engineer, you will be a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers. You will help customers avoid operational disruption and get the most from GitLab by combining deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset. You will investigate customer environments, anticipate and prevent issues, resolve complex technical and business challenges, and create reusable support content.

Responsibilities

• Provide technical support to large 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 Zendesk, logs, Linux utilities such as strace, email, and video conferencing.
• Build proactive relationships with key customer stakeholders and help prioritize technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and shape product goals and roadmaps.
• Act as a technical expert on GitLab and CI/CD implementations, advising customers on the impact of incidents and service interruptions and on mitigation strategies.
• Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides.
• Participate in pairing sessions and stable counterpart relationships with Support Engineering colleagues.
• Contribute to hiring by reviewing applications and assessments and participating in interviews.

Requirements

• Experience managing complex, customer-facing support cases end to end, from inquiry and triage through reproduction, escalation, and resolution.
• Advanced troubleshooting skills, including investigating ambiguous, multilayered technical issues and identifying root causes across applications, infrastructure, and integrations.
• Strong Linux systems administration knowledge equivalent to LFCE or RHCE, including performance analysis and low-level debugging tools.
• Practical experience with GitLab and continuous integration and continuous delivery (CI/CD), including deployment models and the effects of outages on customers.
• Ability to write and maintain clear, reusable support content.
• Proficiency with scripting languages such as Ruby or Bash.
• 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 building rapport with customer stakeholders.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.

Team

The Support team is a fully distributed global group across the AMER, EMEA, and APAC regions. The role involves troubleshooting complex issues, analyzing code and logs, collaborating asynchronously across time zones, and participating in pairing sessions, one-to-ones, coffee chats, and Slack conversations.

Benefits

• Health, financial, and well-being benefits.
• Flexible paid time off.
• Team member resource groups.
• Equity compensation and employee stock purchase plan.
• Growth and development fund.
• Parental leave.