Senior Support Engineer

📋 Description

• Escalation point for difficult customer interactions and lead resolution of complex issues via
• Mentor teammates on complex troubleshooting and customer communication through pairing sessions and
• Advocate for improvement of support practices, product quality, and reusable documentation that
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to shape product
• Participate in on-call rotations during daytime hours for self-managed GitLab and GitLab.com
• Participate in hiring by reviewing applications and assessments and joining interviews.

🎯 Requirements

• Experience owning complex, customer-facing technical cases from initial contact through triage
• Strong Linux systems administration, scripting, Git, and CI/CD in production or customer
• Ability to mentor teammates on troubleshooting and customer communication through pairing sessions
• Experience collaborating with Product, Engineering, and Sales to turn customer feedback into
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing.
• Demonstrated ability to learn and collaborate across teams, applying transferable skills from

🎁 Benefits

• Benefits to support health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation and Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave