Senior Assigned Support Engineer (EMEA)

GitLab is the intelligent orchestration platform for DevSecOps used by more than 50 million registered users and over 50% of the Fortune 100 companies to ship better, secure software faster. The Support team is a fully distributed global group focused on helping customers get the most from GitLab by troubleshooting complex issues and collaborating asynchronously across regions.

• Experience managing complex customer-facing support cases end to end.
• Advanced troubleshooting skills to investigate ambiguous, multi-layered issues across applications, infrastructure, and integrations.
• Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging.
• Practical experience with GitLab and continuous integration/continuous delivery (CI/CD), understanding deployment models and outage impacts.
• Ability to write and maintain clear, reusable support content such as knowledge articles and runbooks.
• Proficiency with scripting languages such as Ruby or Bash and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
• Effective communication skills to explain complex technical topics and build rapport with stakeholders.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying related skills.

• Provide technical support to GitLab’s largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring stability and performance.
• Troubleshoot and resolve complex, critical, and sensitive issues using tools like Zendesk, logs, and Linux utilities such as strace.
• Build strong, proactive relationships with key customer stakeholders to prioritize and address technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and shape product goals and roadmap.
• Advise customers on GitLab and CI/CD implementations, including incident impacts and mitigation.
• Create and improve support content such as documentation and knowledge articles.
• Partner with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems.
• Participate in hiring processes, including reviewing applications and joining interviews.

GitLab hires globally and all roles are remote; some roles may have specific location-based eligibility requirements. GitLab is an equal opportunity employer and provides accommodations during the recruiting process for candidates with disabilities or special needs.