2 months ago
Remote, Korea, SouthSenior
Responsibilities
- Resolve difficult customer issues as an escalation point through Zendesk tickets, merge requests, email, and video calls.
- Investigate Linux systems, logs, and the Ruby on Rails codebase to troubleshoot performance issues and reproduce bugs.
- Contribute merge requests, tools, documentation, and support content that improve product quality and support efficiency.
- Mentor teammates through pairing sessions, case reviews, and cross-team collaboration.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to influence product goals, roadmaps, priorities, fixes, and features.
- Participate in weekday and weekend daytime on-call rotations for self-managed GitLab and SaaS customers.
- Coordinate incident communications with the GitLab.com Production team.
- Review applications and assessments and participate in interviews to help grow the Support team.
Requirements
- Experience owning complex customer-facing technical cases through triage, reproduction, bug reporting, resolution, and customer communication.
- Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments.
- Ability to investigate issues at both infrastructure and application levels.
- Ability to mentor teammates on complex troubleshooting and customer communication.
- Experience collaborating with Product, Engineering, and Sales teams to translate customer feedback into fixes, feature improvements, and roadmap priorities.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing.
- Understanding of how different GitLab implementations operate and affect customers.
- Ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles.
Benefits
- Health, financial, and well-being benefits
- Flexible paid time off
- Team Member Resource Groups
- Equity compensation and employee stock purchase plan
- Growth and Development Fund
- Parental leave
- Fully remote work arrangement
- Weekday and weekend daytime on-call rotations
Tech Stack
About GitLab
GitLab builds a DevSecOps platform that unifies source code management, CI/CD, and security with AI-assisted workflows for software teams and enterprises. It sells cloud-hosted and self-managed subscriptions, plus enterprise features and support. Founded in 2014 and headquartered in San Francisco, GitLab is a public company listed on NASDAQ and is widely used by large enterprises, including many in the Fortune 100.