Senior Assigned Support Engineer (AMER) at GitLab

About the Role

As an Assigned Support Engineer, you will serve as a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them to prevent operational disruption and maximize their use of GitLab.

Your role requires combining deep Linux systems expertise, strong GitLab and CI/CD knowledge, and a proactive support mindset. You will be responsible for understanding each customer’s environment, anticipating potential issues, and solving complex technical and business problems.

In a typical week, your tasks might involve prioritizing strategic blockers with customer stakeholders, collaborating with Product, Development, Infrastructure, Customer Success, and Sales teams to drive defect resolution and influence the product roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues. Your impact in the first year will be measured by customer trust, reduced critical incidents, and the creation of clear, reusable support content to empower both customers and GitLab staff.

What You Will Do

• Provide technical support to our largest 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, via email and video conferencing.
• 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 affect 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, including reviewing applications and assessments and joining interviews.

What You Will Bring

• A background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.
• Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.
• Strong Linux systems administration knowledge (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 different deployment models and outages affect customers.
• The ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.
• Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
• Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with an openness to applying transferable skills from related domains.

About the Team

The Support team is a fully distributed, global group spanning the AMER, EMEA, and APAC regions. Our focus is helping customers maximize their use of GitLab by troubleshooting complex issues and investigating code and logs to understand performance gaps.

As an Assigned Support Engineer, you join our broader Support Engineering organization, collaborating with other Support Engineers through regular pairing sessions, one-on-ones, coffee chats, and Slack conversations to maintain connection while working asynchronously across time zones. We balance autonomy with accountability, offering flexibility to structure your shift in a way that fits your life while ensuring reliable customer issue resolution.

Thanks to GitLab’s Transparency value, you can view our current work on the Support Team page. Furthermore, you can see our company roadmap and meetings to understand our ongoing efforts at any time.

Compensation and Benefits

The base salary range listed for this level is currently intended for residents of the United States only. This range reflects the base salary rate in locations throughout the US. Grade levels and salary ranges are determined through interviews and a comprehensive review of education, experience, knowledge, skills, abilities, equity with other team members, alignment with market data, and geographic location. The base salary range does not include any bonuses, equity, or benefits. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range: $126,400 - $213,600 USD

How GitLab Supports Full-Time Employees

• 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.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you are excited about this role, please apply and allow our recruiters to assess your application.

Hiring Guidelines and Compliance

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Your privacy is paramount. Please review our Recruitment Privacy Policy. GitLab is proud to be an equal opportunity workplace and an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

Apply Now

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