Assigned Support Engineer / Senior Support Engineer (EMEA)

Position Overview

• Location Type: Not specified
• Job Type: Not specified
• Salary: Not specified

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. We make this possible at GitLab by running our operations on our product and staying aligned with our values.

Support Engineering at GitLab is embedded within the Engineering department, operating at the intersection of Support and Engineering. You will interact with customers daily, troubleshooting complex environments. Your work may involve Linux administration, collaborating with Product teams, and diving deep into the codebase to fix customer issues, potentially contributing merge requests. You are encouraged to contribute to the source code, improve documentation, and build more efficient support processes.

Example Projects:

• A tool to quickly analyze strace output
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• Functionality to ChatOps to make it easier to identify user accounts on GitLab.com

Responsibilities

• Initially support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email, and video conferencing.
• Transition to working with assigned accounts, proactively understanding their environments, business objectives, and challenges.
• Advocate for customers by anticipating their needs and providing tailored solutions.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams to build new features, fix bugs, and shape product goals, roadmap, priorities, and strategy.
• Create and update documentation based on customer interactions.
• Collaborate with Support team members (through Pairing Sessions) and other GitLab team members (e.g., as a Support Stable Counterpart).
• Participate in regular on-call rotations for weekday and weekend coverage (daytime only as required), providing emergency support or coordinating incident communications with the SaaS Production team.
• Participate in hiring processes by reviewing applications and assessments, and by participating in interviews.

Requirements

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction.