2 months ago
Remote, United KingdomSenior
Responsibilities
- Provide technical support for large Self-managed, GitLab Dedicated, and GitLab.com customers.
- Troubleshoot and resolve complex, critical, and sensitive issues using Zendesk, logs, Linux utilities, and strace.
- Build proactive relationships with customer stakeholders and help prioritize technical blockers.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution and influence product roadmaps.
- Advise customers on GitLab and CI/CD implementations, incidents, service interruptions, and mitigations.
- Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides.
- Pair with other Support Engineering team members to share knowledge and solve problems.
- Participate in hiring by reviewing applications and assessments and joining interviews.
Requirements
- Experience managing complex, customer-facing support cases from inquiry and triage through reproduction, escalation, and resolution.
- Advanced troubleshooting ability across applications, infrastructure, and integrations, including ambiguous and multi-layered issues.
- Strong Linux systems administration knowledge equivalent to LFCE or RHCE, including performance analysis and low-level debugging.
- Practical experience with GitLab and continuous integration and continuous delivery implementations and deployment models.
- Ability to write and maintain clear, reusable technical support content.
- Proficiency with scripting languages such as Ruby or Bash.
- Familiarity with model-view-controller frameworks, preferably Ruby on Rails.
- Ability to explain complex technical topics to audiences with varying technical backgrounds and build customer rapport.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.
Benefits
- Fully remote work arrangement with location-based eligibility requirements depending on country.
- Benefits supporting health, finances, and well-being.
- Flexible paid time off.
- Team Member Resource Groups.
- Equity compensation and Employee Stock Purchase Plan.
- Growth and Development Fund.
- Parental leave.
- Distributed global team with flexible shift structuring and asynchronous collaboration across time zones.
Tech Stack
Categories
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.