Senior Assigned Support Engineer (EMEA)

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

Serve as a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping prevent operational disruption and improve stability and performance. Use deep Linux systems expertise and GitLab/CI-CD knowledge to troubleshoot critical incidents, partner with Product/Engineering/Infrastructure and Support teams, and influence defect resolution and roadmap input. Create reusable support content (docs, runbooks, knowledge articles) and collaborate through pairing sessions to scale expertise.

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FursaFursa
GitLab
GitLab
1 month ago

Senior Assigned Support Engineer (EMEA)

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

Job Summary

Serve as a trusted technical advisor to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping prevent operational disruption and improve stability and performance. Use deep Linux systems expertise and GitLab/CI-CD knowledge to troubleshoot critical incidents, partner with Product/Engineering/Infrastructure and Support teams, and influence defect resolution and roadmap input. Create reusable support content (docs, runbooks, knowledge articles) and collaborate through pairing sessions to scale expertise.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Provide technical support to large Self-managed, GitLab Dedicated, and GitLab.com customers to keep environments stable and performant.
  • •Troubleshoot and resolve complex, critical support issues using tools like Zendesk, logs, and Linux utilities such as strace via email and video conferencing.
  • •Build proactive relationships with key customer stakeholders to help prioritize and address important technical blockers.
  • •Collaborate with 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 through pairing sessions to solve problems together.

Pay and Benefits

Perks:EquityPaid LeaveParental LeaveLearning Budget

Key Requirements

  • •Manage complex, customer-facing support cases end to end from inquiry and triage through reproduction, escalation, and resolution.
  • •Perform advanced troubleshooting to investigate ambiguous, multi-layered issues and identify root causes across applications, infrastructure, and integrations.
  • •Demonstrate strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging.
  • •Have practical experience with GitLab and CI/CD, including how deployment models and outages affect customers.
  • •Write and maintain clear, reusable support content (knowledge articles, runbooks, troubleshooting guides).
Skills:Proactive support mindsetTechnical communicationRelationship buildingCollaborationTroubleshooting
Certifications:LFCERHCE
Languages:English
Tech Stack:LinuxGitLabCI/CDZendeskStraceRubyBashRuby on RailsMVCKubernetesServerlessLogsDevOpsEmailVideo conferencing

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