Senior Support Engineer

GitLab is seeking a Senior Support Engineer to join their team. As a Support Engineer at GitLab, you'll sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments.

In this role, you'll act as an escalation point for difficult customer interactions and lead the resolution of complex issues. You'll mentor and guide teammates on complex troubleshooting and customer communication, and advocate for and drive improvements to support practices, product quality, and reusable documentation.

Responsibilities:

• Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls.
• Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
• Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features.
• Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team.
• Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team.

Requirements:

• Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions.
• Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels.
• Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
• Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers.

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