Senior Assigned Support Engineer-(Designated / Premier Support) at GitLab

Role Overview

As an Assigned Support Engineer at GitLab, you will serve as a trusted technical advisor to our largest customers utilizing Self-managed, GitLab Dedicated, and GitLab.com. Your mission is to help these customers prevent operational disruptions and maximize their value from GitLab. You must combine deep expertise in Linux systems, GitLab, and CI/CD knowledge with a proactive support mindset to fully grasp each customer's environment, foresee potential issues, and resolve complex technical and business challenges.

In a typical week, your responsibilities will include escalating strategic blockers with customer stakeholders, collaborating with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes and influence the product roadmap, or diving into logs and using tools like strace to debug performance problems. Your impact within the first year will be measured by customer trust, a reduction in critical incidents, and the creation of clear, reusable support documentation that benefits both customers and the GitLab internal teams.

What You Will Do

• Provide high-level technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring the stability and high performance of their GitLab environments.
• Investigate and resolve complex, critical, and sensitive support issues using tools such as Zendesk, system logs, and Linux utilities like strace, managing communication via email and video conferencing.
• Cultivate strong, proactive relationships with key customer stakeholders, assisting them in prioritizing and addressing their most critical technical hurdles.
• Partner closely with the Product, Development, Infrastructure, Customer Success, and Sales teams to spearhead bug resolution, influence feature development, and shape product strategy.
• Function as a technical authority on GitLab and CI/CD implementations, advising clients on how service interruptions and incidents affect their workflows and providing mitigation strategies.
• Develop and enhance support documentation, including knowledge base articles and runbooks, to enable faster issue resolution for both customers and GitLab staff.
• Work alongside Support Engineering team members through pairing sessions and maintaining stable counterpart relationships to foster knowledge sharing and collaborative problem-solving.
• Contribute to team development by assisting in the hiring process, which includes reviewing applications and participating in interviews.

What You Will Bring

• Proven experience managing complex, customer facing support cases from the initial inquiry and triage all the way through reproduction, escalation, and final resolution.
• Advanced troubleshooting capabilities, with the ability to investigate ambiguous, multi-layered technical problems and accurately pinpoint root causes across various applications, infrastructure, and integrations.
• Strong knowledge of Linux systems administration (equivalent to LFCE or RHCE), encompassing performance tuning and low level debugging techniques.
• Practical familiarity with GitLab and continuous integration or continuous delivery (CI/CD), including understanding the impact of different deployment models and outages on users.
• A demonstrated ability to write and maintain clear, reusable support content such as runbooks, troubleshooting guides, and knowledge base articles.
• Proficiency in scripting languages like Ruby or Bash, and familiarity with Model View Controller (MVC) frameworks, preferably Ruby on Rails.
• Excellent communication skills, capable of explaining highly complex technical subjects to individuals with diverse technical backgrounds and building rapport with stakeholders.
• Familiarity with DevOps principles and technologies such as Kubernetes and serverless platforms, with an open mindset to apply related skills from adjacent fields.

About The Team and Culture

The Support team is a fully distributed, global unit operating across the AMER, EMEA, and APAC regions. Our focus is to help customers maximize their utilization of GitLab by diving deep into code and logs to diagnose operational issues. As an Assigned Support Engineer, you will be part of our broader Support Engineering organization, engaging with fellow Support Engineers through regular pairing sessions, 1-on-1s, casual chats, and Slack interactions to maintain connection while collaborating asynchronously across time zones. We balance autonomy with accountability, giving you the flexibility to structure your work schedule to suit your life while ensuring we can reliably address customer needs.

Thanks to GitLab’s Transparency value, you can review our work on the Support Team page and view our company roadmap and meetings to stay informed about our progress at any time. GitLab strongly supports its full time employees with benefits designed to support your health, finances, and well-being, including Flexible Paid Time Off, Team Member Resource Groups, Equity Compensation & Employee Stock Purchase Plan, Growth and Development Fund, and Parental Leave.

Hiring Details

GitLab welcomes applications from candidates with diverse levels of experience. Many successful hires do not meet every single stated requirement, and we encourage you to apply even if you do not check every box. We are committed to fostering an inclusive environment where people from underrepresented groups feel encouraged to apply.

Application Guidance

GitLab hires new team members globally. While all of our roles are remote, some positions may require specific location-based eligibility. Our Talent Acquisition team is available to assist with any location inquiries after the recruiting process begins. Please review our Recruitment Privacy Policy.