Senior Assigned Support Engineer (EMEA)

GitLab
United Kingdom
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceSkills: ["Proactive support mindset","Effective communication","Stakeholder management","Relationship building","Collaboration"]

Serve as a trusted technical advisor for GitLab’s largest self-managed, dedicated, and GitLab.com customers. Use deep Linux systems expertise and strong GitLab/CI/CD knowledge to troubleshoot and resolve complex, critical issues using tools like Zendesk, logs, and strace. Partner with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution, influence feature development, and create reusable support content that improves outcomes for both customers and internal teams.

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FursaFursa
GitLab
GitLab
1 day ago

Senior Assigned Support Engineer (EMEA)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Serve as a trusted technical advisor for GitLab’s largest self-managed, dedicated, and GitLab.com customers. Use deep Linux systems expertise and strong GitLab/CI/CD knowledge to troubleshoot and resolve complex, critical issues using tools like Zendesk, logs, and strace. Partner with Product, Development, Infrastructure, Customer Success, and Sales to drive defect resolution, influence feature development, and create reusable support content that improves outcomes for both customers and internal teams.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Provide technical support to GitLab customers, ensuring their GitLab environments remain stable and performant.
  • •Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as strace.
  • •Build proactive relationships with key customer stakeholders and help prioritize important technical blockers.
  • •Collaborate across Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes and influence feature development and roadmap.
  • •Create and improve support content (documentation and knowledge articles) and partner with Support Engineering via pairing sessions to share knowledge.

Pay and Benefits

Perks:Paid LeaveResource GroupsEquityLearning BudgetParental Leave

Key Requirements

  • •Manage complex, customer-facing support cases end to end, from inquiry and triage through reproduction, escalation, and resolution.
  • •Advanced troubleshooting skills to investigate ambiguous, multi-layered issues and identify root causes across applications, infrastructure, and integrations.
  • •Strong Linux systems administration knowledge, including performance analysis and low-level debugging tools.
  • •Practical experience with GitLab and CI/CD, including how deployment models and outages affect customers.
  • •Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.
Skills:Proactive support mindsetEffective communicationStakeholder managementRelationship buildingCollaboration
Certifications:LFCERHCE
Languages:English
Tech Stack:LinuxGitLabCI/CDZendeskStraceRubyBashRuby on RailsMVCKubernetesServerlessLogs

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