- Company: GitLab
- Location: Bangalore, India
- Job type: Full-time
About the role
GitLab is seeking a Senior Assigned Support Engineer to serve as a trusted technical advisor for its largest Self-managed, GitLab Dedicated, and GitLab.com customers. In this role, you will help customers avoid operational disruption and maximize their use of the platform. You will combine deep Linux systems expertise with GitLab and CI/CD knowledge to anticipate issues, solve complex technical challenges, and build strong relationships with key stakeholders. This is a fully remote position within GitLab’s global, distributed Support team.
Responsibilities
- Provide technical support to ensure customer environments remain stable and performant.
- Troubleshoot complex issues using tools like Zendesk, logs, and Linux utilities such as strace.
- Build proactive relationships with customer stakeholders to prioritize and resolve critical technical blockers.
- Collaborate with internal teams including Product, Development, and Infrastructure to drive bug fixes and influence the product roadmap.
- Advise customers on how incidents impact their workflows and how to mitigate them.
- Create and improve support content, such as documentation and knowledge articles, to help resolve issues efficiently.
- Partner with team members through pairing sessions and knowledge sharing to solve problems together.
- Contribute to team growth by participating in hiring processes, including reviewing applications and joining interviews.
Requirements
- Experience managing complex, customer-facing support cases end-to-end, from triage to resolution.
- Advanced troubleshooting skills to investigate ambiguous, multi-layered technical issues and identify root causes.
- Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging.
- Practical experience with GitLab and CI/CD, including an understanding of different deployment models.
- Ability to write clear, reusable support content such as knowledge articles and runbooks.
- Proficiency in scripting languages like Ruby or Bash, with familiarity in MVC frameworks (preferably Ruby on Rails).
- Effective communication skills for explaining complex topics to diverse audiences and building rapport with stakeholders.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms.
Pay and benefits
- Flexible Paid Time Off to support work-life balance.
- Equity Compensation and an Employee Stock Purchase Plan.
- Growth and Development Fund to support career advancement.
- Parental Leave benefits.
- Team Member Resource Groups for community and support.
How to apply
Apply directly on GitLab’s own careers website. Omadaily never charges job seekers.
