Assigned Support Engineer

An overview of this role

Assigned Support Engineers (ASEs) are trusted by GitLab's largest customers to minimize operational disruption and ensure a successful product experience. You will combine deep technical expertise with strategic customer engagement to develop an intimate understanding of each customer's GitLab technical and operating environment enabling you to prevent issues before they occur and find solutions to complex technical and business challenges faced while using GitLab.

In the space of a week you might be meeting with customers to prioritize work on their most strategic blockers interacting with the Product and Engineering teams to drive product defect resolution or doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process.

What you’ll do

• Provide technical support to our largest Self-managed GitLab Dedicated and GitLab.com customers.

• Proactively engage with and build rapport with key customer stakeholders.

• Collaborate with our Product Development Infrastructure Customer Success and Sales teams to build new features and fix bugs define and shape the product goals roadmap priorities and strategy

• Troubleshoot and resolve complex critical and sensitive support issues via Zendesk tickets email and video conferencing.

• Collaborate effectively with Support Engineering team members (through Pairing Sessions ) and other GitLab team members (for example: as a Support Stable Counterpart ).

• Collaborate with our Product Development Infrastructure Customer Success and Sales teams to build new features and fix bugs define and shape the product goals roadmap priorities and strategy

• Participate in our hiring processes by reviewing applications and assessments and by participating in interviews.

What you’ll bring

• Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction writing bug reports for hand off to the development team and case resolution

• Advanced problem-solving capabilities with the ability to navigate ambiguous multi-layered technical challenges and architect solutions that address root causes rather than symptoms.

• Proactive support mindset that anticipates customer needs before they escalate identifies patterns and trends across incidents and empowers customers through comprehensive documentation knowledge articles and self-service tooling.

• Experience with GitLab and CI/CD; understanding the range of different GitLab implementations and how service interruptions impact the customer

• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)

• Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails)

• Expertise in writing support content

• Ability to communicate complex technical topics to customers and coworkers of varying technical skill level

• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

About the team

The Support team is distributed all over the world across AMER EMEA and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues.

Thanks to our Transparency value you can see what we are working on in our Support Team page. Additionally you can see our company roadmap and listen to some of our meetings.