Senior Support Engineer, AMER

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Deliver technical assistance to GitLab's primary Self-managed, GitLab Dedicated, and GitLab.com clients

• Diagnose and resolve intricate, critical, and sensitive support challenges utilizing Zendesk, logs, and Linux utilities such as strace via email and video conferencing

• Foster proactive relationships with essential customer stakeholders and assist in prioritizing technical obstacles

• Collaborate with the Product, Development, Infrastructure, Customer Success, and Sales teams to address bug fixes, influence feature development, and refine product objectives and roadmap

• Guide customers on GitLab and CI/CD implementations as well as incident mitigation strategies

• Develop and enhance documentation, knowledge articles, runbooks, and troubleshooting manuals

• Collaborate with Support Engineering colleagues through pairing sessions and maintaining stable counterpart relationships

• Engage in recruitment by assessing applications and evaluations and participating in interviews

⛳️ Requirements

• Experience managing intricate, customer-facing support cases from initial inquiry and triage to reproduction, escalation, and resolution

• Advanced troubleshooting capabilities across applications, infrastructure, and integrations

• Robust knowledge of Linux systems administration (equivalent to LFCE or RHCE), including performance analysis and low-level debugging tools

• Hands-on experience with GitLab and continuous integration / continuous delivery (CI/CD), covering deployment models and outages

• Capacity to develop and sustain clear, reusable support materials like knowledge articles, runbooks, and troubleshooting guides

• Proficiency in scripting languages such as Ruby or Bash

• Understanding of model-view-controller (MVC) frameworks, preferably Ruby on Rails

• Strong communication skills for articulating complex technical subjects and establishing rapport with customer stakeholders

• Familiarity with DevOps methodologies and technologies like Kubernetes and serverless platforms

• All team members are expected to integrate AI into their daily workflows

🏝️ Benefits

• Benefits designed to support your health, financial stability, and overall well-being

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental Leave