Senior Support Engineer

GitLab
Bengaluru
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer communication","Mentoring","Collaboration","Problem-solving","Troubleshooting"]

Join the Support Engineering team to help customers solve complex GitLab issues at the Support–Engineering intersection. Troubleshoot Linux systems, logs, and the Ruby on Rails codebase to reproduce and fix problems at the source via merge requests. Improve support documentation and processes, collaborate across Product, Development, Infrastructure, Customer Success, and Sales, and participate in weekday/weekend on-call rotations for self-managed and GitLab.com customers.

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FursaFursa
GitLab
GitLab
1 day ago

Senior Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Join the Support Engineering team to help customers solve complex GitLab issues at the Support–Engineering intersection. Troubleshoot Linux systems, logs, and the Ruby on Rails codebase to reproduce and fix problems at the source via merge requests. Improve support documentation and processes, collaborate across Product, Development, Infrastructure, Customer Success, and Sales, and participate in weekday/weekend on-call rotations for self-managed and GitLab.com customers.
Location: Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as an escalation point and lead resolution of complex issues through Zendesk tickets, merge requests, email, and video calls.
  • •Mentor teammates on complex troubleshooting and customer communication via pairing sessions and cross-team collaboration.
  • •Drive improvements to support practices, product quality, and reusable documentation/support content.
  • •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape product goals, roadmaps, and priorities and deliver fixes/new features.
  • •Participate in weekday and weekend on-call rotations and coordinate incident communications for self-managed and GitLab.com customers.
  • •Participate in hiring by reviewing applications and assessments and joining interviews to grow the Support team.

Pay and Benefits

Perks:Paid LeaveEquityLearning BudgetParental Leave

Key Requirements

  • •Own complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, and resolution with clear customer communication.
  • •Strong Linux systems administration experience with scripting, Git, and CI/CD in production or customer environments; investigate issues across infrastructure and application layers.
  • •Mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
  • •Collaborate with Product, Engineering, and Sales to translate customer feedback into product fixes, feature improvements, and roadmap priorities.
  • •Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and understanding how GitLab implementations affect customers.
Experience:DevSecOps
Skills:Customer communicationMentoringCollaborationProblem-solvingTroubleshooting
Tech Stack:LinuxRuby on RailsZendeskGitCI/CDKubernetesServerless computingGitLab OmnibusChatOpsSlackIssue trackerMerge requestsEmailVideo calls

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