Assigned Support Engineer / Senior Support Engineer (EMEA) - Remote

Overview

This role involves supporting customers using GitLab's products, embedding within the Engineering department to troubleshoot and resolve complex issues.

In Short

• Support a mix of Self-managed and GitLab.com customers.
• Resolve issues via Zendesk tickets, merge requests, email, and video conferencing.
• Transition to working with assigned accounts to understand their environments and challenges.
• Advocate for customers by providing tailored solutions.
• Collaborate with Product, Development, and Customer Success teams.
• Create and update documentation based on customer interactions.
• Participate in on-call coverage for emergency support.
• Review applications and participate in interviews for hiring processes.
• Contribute to source code and improve support processes.
• Engage in regular collaboration and knowledge sharing with team members.

Requirements

• Experience managing customer-facing cases throughout the support lifecycle.
• Knowledge of GitLab and CI/CD processes.
• Excellent Linux systems administration knowledge.
• Ability to use scripting languages (preferably Ruby or Bash).
• Expertise in writing support content.
• Strong communication skills for technical topics.
• Familiarity with DevOps methodologies and technologies.

Benefits

• Health, financial, and well-being benefits.
• All remote and asynchronous work environment.
• Flexible Paid Time Off.
• Support for home office setup.
• Growth and development budget.
• Equity compensation and employee stock purchase plan.
• Parental leave.
• Involvement in Team Member Resource Groups.