Senior Assigned Support Engineer (EMEA)

GitLab is seeking a Senior Assigned Support Engineer to work remotely with its largest Self-managed, GitLab Dedicated, and GitLab.com customers in the EMEA region.

As an Assigned Support Engineer, you’ll be a trusted technical advisor, helping customers avoid operational disruption and get the most from GitLab. You’ll combine deep Linux systems expertise, GitLab and CI/CD knowledge, and a proactive support mindset to understand each customer’s environment, anticipate and prevent issues, and solve complex technical and business challenges.

Responsibilities:

• Provide technical support to large Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.
• Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace.
• Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.
• Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them.
• Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.
• Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together.
• Contribute to team growth by participating in hiring processes.

Requirements:

• Background managing complex, customer-facing support cases end-to-end.
• Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues.
• Strong Linux systems administration knowledge (LFCE or RHCE equivalent).
• Practical experience with GitLab and continuous integration / continuous delivery (CI/CD).
• Ability to write and maintain clear, reusable support content.
• Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks.
• Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.

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