Senior Support Engineer

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Serve as a key escalation point for challenging customer interactions and lead the resolution of intricate issues through Zendesk tickets, merge requests, email, and video calls.

• Provide mentorship and guidance to colleagues on advanced troubleshooting and effective customer communication via pairing sessions and inter-team collaboration.

• Propel enhancements in support practices, product quality, reusable documentation, and support content.

• Work collaboratively with Product, Development, Infrastructure, Customer Success, and Sales to influence product goals, roadmaps, priorities, fixes, and new features.

• Engage in weekday and weekend daytime on-call rotations, delivering emergency support for both self-managed GitLab and GitLab.com customers.

• Manage incident communications in coordination with the GitLab.com Production team.

• Evaluate applications and assessments, and participate in interviews to help expand the Support team.

• Diagnose performance issues, replicate bugs, and contribute merge requests to GitLab’s Ruby on Rails codebase.

• Enhance documentation and streamline support processes within the issue tracker.

⛳️ Requirements

• Proven experience managing complex, customer-facing technical cases from first contact through triage, reproduction, bug reporting, resolution, and effective customer communication, including challenging or escalated interactions.

• Extensive experience with Linux systems administration, scripting, Git, and CI/CD in production or customer environments.

• Capability to investigate issues at both the infrastructure and application levels.

• Ability to mentor colleagues in complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.

• Experience collaborating with Product, Engineering, and Sales teams to transform customer feedback into product fixes, feature enhancements, and roadmap priorities.

• Knowledge of DevOps practices and technologies such as Kubernetes and serverless computing.

• Understanding of the various GitLab implementations and their impacts on customers.

• Proven ability to learn and collaborate across teams, applying transferable skills from related technical support or engineering roles.

• Willingness to participate in weekday and weekend daytime on-call rotations.

• Ability to integrate AI into daily workflows.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Asynchronous work arrangements.

• Shifts designed to accommodate personal lives while fulfilling customer needs.