3 hours 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 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/