Senior Support Engineer, EMEA

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

📋 Description

• Deliver technical assistance to our top Self-managed, GitLab Dedicated, and GitLab.com clients, ensuring their GitLab environments remain stable and efficient.

• Diagnose and resolve intricate, critical, and sensitive support issues using tools such as Zendesk, logs, and Linux utilities like strace, via email and video calls.

• Establish robust, proactive relationships with key customer stakeholders, guiding them in prioritizing and addressing their most significant technical challenges.

• Work collaboratively with Product, Development, Infrastructure, Customer Success, and Sales teams to facilitate bug fixes, influence feature development, and help shape product objectives and roadmap.

• Serve as a technical authority on GitLab and CI/CD implementations, advising customers on how incidents and service disruptions affect their workflows and how to alleviate them.

• Develop and enhance support materials, including documentation and knowledge articles, to assist customers and GitLab team members in resolving issues more effectively.

• Collaborate closely with Support Engineering team members through pairing sessions and stable counterpart relationships to exchange knowledge and address problems collectively.

• Contribute to team development by engaging in hiring processes, including reviewing applications and assessments and participating in interviews.

⛳️ Requirements

• Experience managing intricate, customer-facing support cases from beginning to end, including initial inquiries, triage, reproduction, escalation, and resolution.

• Advanced troubleshooting capabilities with the aptitude to investigate complex, multi-layered technical issues and identify root causes across various applications, infrastructure, and integrations.

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

• Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including understanding how various deployment models and outages impact customers.

• Capacity to write and maintain clear, reusable support documentation such as knowledge articles, runbooks, and troubleshooting guides.

• Proficiency in scripting languages (like Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, ideally Ruby on Rails.

• Strong communication skills for articulating complex technical subjects to audiences with varying levels of technical expertise and for fostering relationships with customer stakeholders.

• Knowledge of DevOps practices and technologies such as Kubernetes and serverless platforms, with a willingness to apply transferable skills from related fields.

🏝️ Benefits

• Benefits to support your health, finances, and well-being

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental Leave