Senior Support Engineer, EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver technical assistance to the largest Self-managed, GitLab Dedicated, and GitLab.com clients.

• Diagnose and resolve intricate, critical, and sensitive issues using Zendesk, logs, strace, and Linux utilities via email and video conferencing.

• Establish proactive relationships with key customer stakeholders and assist in prioritizing technical obstacles.

• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to facilitate bug fixes, influence feature development, and shape product goals and roadmap.

• Provide guidance to customers on GitLab and CI/CD implementations while mitigating incidents and service interruptions.

• Develop and enhance documentation, knowledge articles, runbooks, and troubleshooting guides.

• Work alongside Support Engineering colleagues through pairing sessions and fostering stable counterpart relationships.

• Engage in the hiring process by reviewing applications and assessments and participating in interviews.

⛳️ Requirements

• Experience managing complex, customer-facing support cases from start to finish, including initial inquiry, triage, reproduction, escalation, and resolution.

• Advanced troubleshooting capabilities across applications, infrastructure, and integrations.

• Strong knowledge of Linux systems administration, including performance analysis and low-level debugging tools.

• Equivalent knowledge of LFCE or RHCE.

• Practical experience with GitLab and continuous integration / continuous delivery (CI/CD).

• Capability to write and maintain reusable support content, knowledge articles, runbooks, and troubleshooting guides.

• Proficiency in scripting languages such as Ruby or Bash.

• Familiarity with MVC frameworks, preferably Ruby on Rails.

• Excellent communication skills for articulating complex technical subjects and building rapport with customer stakeholders.

• Understanding of DevOps practices and technologies, including Kubernetes and serverless platforms.

• Willingness to apply transferable skills from related fields.

• Ability to integrate AI into daily workflows.

🏝️ Benefits

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

• Flexible Paid Time Off (PTO).

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Fully remote work environment.

• Flexible shift structure.

• Opportunity for remote work.