3 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Act as an escalation point for difficult customer interactions and lead complex issue resolution through Zendesk tickets, merge requests, email, and video calls.
- Mentor and guide teammates through pairing sessions and cross-team collaboration.
- Drive improvements to support practices, product quality, documentation, and reusable support content.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape product goals, roadmaps, priorities, fixes, and features.
- Participate in regular weekday and weekend daytime on-call rotations for self-managed GitLab and GitLab.com customers.
- Coordinate emergency incident communications with the GitLab.com Production team.
- Participate in hiring by reviewing applications and assessments and joining interviews.
- Create tools and content that improve support efficiency, including installation checks, server-state capture, log analysis, and account-identification tools.
Requirements
- Experience owning complex, customer-facing technical cases from initial contact 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 turn customer feedback into product 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/