2 months 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 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.