Senior Support Engineer

GitLab
South Korea
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Troubleshooting","Communication","Collaboration","Mentoring","Problem-solving"]

Serve as an escalation point for complex customer issues, troubleshooting GitLab in demanding self-managed and GitLab.com SaaS environments. Work with Linux systems, logs, and the Ruby on Rails codebase to reproduce bugs, drive fixes via merge requests, and improve support documentation and processes. Collaborate with Product, Development, Infrastructure, Customer Success, and Sales, and participate in daytime on-call rotations and team hiring activities.

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FursaFursa
GitLab
GitLab
2 days ago

Senior Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as an escalation point for complex customer issues, troubleshooting GitLab in demanding self-managed and GitLab.com SaaS environments. Work with Linux systems, logs, and the Ruby on Rails codebase to reproduce bugs, drive fixes via merge requests, and improve support documentation and processes. Collaborate with Product, Development, Infrastructure, Customer Success, and Sales, and participate in daytime on-call rotations and team hiring activities.
Location: South Korea
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Escalate and lead resolution of complex customer issues using Zendesk tickets, merge requests, email, and video calls.
  • •Mentor teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration.
  • •Drive improvements to support practices, product quality, and reusable documentation/content that influence team objectives.
  • •Collaborate across Product, Development, Infrastructure, Customer Success, and Sales to shape goals, roadmaps, and priorities while delivering fixes and features.
  • •Participate in weekday/weekend on-call rotations and incident communications for self-managed and GitLab.com customers, and support hiring activities.

Pay and Benefits

Perks:Paid LeaveEquity CompensationEquityParental LeaveLearning Budget

Key Requirements

  • •Own complex, customer-facing technical cases end to end, including triage, reproduction, bug reporting, resolution, and clear communication.
  • •Strong Linux systems administration and the ability to investigate issues across infrastructure and application layers.
  • •Experience with scripting, Git, and CI/CD practices in production or customer environments.
  • •Mentor teammates through pairing sessions, case reviews, and cross-team collaboration on complex troubleshooting and customer communication.
  • •Collaborate with Product, Engineering, and Sales to translate customer feedback into fixes, improvements, and roadmap priorities.
Experience:DevOpsDevSecOpsSaaS
Skills:TroubleshootingCommunicationCollaborationMentoringProblem-solving
Languages:English
Tech Stack:LinuxRuby on RailsRubyZendeskGitCI/CDKubernetesServerless computingChatOpsGitLab OmnibusSlackMerge requestsOmnibus

Company Brief

GitLab
Provides a single application for the complete DevSecOps lifecycle, offering source code management, CI/CD, security, and collaboration tools to help teams deliver software faster and more securely.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn