Senior Assigned Support Engineer (AMER)

GitLab
Canada, United States
Workplace: RemoteFull timeUSD 126,400 - 213,600 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Proactive support mindset","Effective communication","Customer stakeholder relationship-building","Collaboration","Writing reusable documentation"]

Serve as a technical advisor to GitLab’s largest self-managed, GitLab Dedicated, and GitLab.com customers, helping prevent disruption and keep environments stable and performant. Triage and resolve complex, critical support cases using logs, Zendesk, and Linux debugging tools; build proactive relationships with customer stakeholders. Partner with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and create reusable support content.

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FursaFursa
GitLab
GitLab
1 day ago

Senior Assigned Support Engineer (AMER)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as a technical advisor to GitLab’s largest self-managed, GitLab Dedicated, and GitLab.com customers, helping prevent disruption and keep environments stable and performant. Triage and resolve complex, critical support cases using logs, Zendesk, and Linux debugging tools; build proactive relationships with customer stakeholders. Partner with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and create reusable support content.
Location: Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide technical support to GitLab’s largest self-managed, GitLab Dedicated, and GitLab.com customers, keeping environments stable and performant.
  • •Troubleshoot and resolve complex, critical, and sensitive support issues using Zendesk, logs, and Linux utilities such as strace through email and video conferencing.
  • •Build proactive relationships with key customer stakeholders to prioritize and address technical blockers.
  • •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes, influence feature development, and shape product goals.
  • •Create and improve support content (documentation and knowledge articles) and partner with other Support Engineering members through pairing sessions.

Pay and Benefits

Salary: USD 126,400 - 213,600 annually
Equity and Bonus:Equity
Perks:Paid LeaveEquityLearning BudgetParental Leave

Key Requirements

  • •End-to-end experience managing complex, customer-facing support cases from inquiry and triage through reproduction, escalation, and resolution.
  • •Advanced troubleshooting skills to investigate ambiguous, multi-layer technical issues and identify root causes across applications, infrastructure, and integrations.
  • •Strong Linux systems administration knowledge, including performance analysis and low-level debugging using tools like strace.
  • •Practical experience with GitLab and CI/CD, including how deployment models and outages impact customers.
  • •Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.
Experience:DevSecOpsDevOpsCI/CDLinux
Skills:Proactive support mindsetEffective communicationCustomer stakeholder relationship-buildingCollaborationWriting reusable documentation
Languages:English
Tech Stack:LinuxZendeskStraceGitLabCI/CDRubyBashRuby on RailsMVCKubernetesServerless

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