5 hours 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 is the Intelligent Orchestration Platform where software teams and their AI agents stay in flow to amplify their capacity for innovation. Together, they automate repetitive tasks to plan, build, secure, test, deploy and maintain software. With GitLab, software teams spend less time on coordination overhead and more time on the next big idea. GitLab Duo Agent Platform provides AI agents that automate tasks across the software lifecycle. Agents handle code generation, security analysis, code review, CI/CD troubleshooting, and custom workflows — while teams maintain control through enterprise governance. Build what's next with us. Explore open roles and join our talent community: https://about.gitlab.com/jobs/