Senior Assigned Support Engineer (EMEA)
RemoteEmea, Sulawesi Tengah, Republic of Indonesia
Job Summary
Provide technical support to GitLab's largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their environments remain stable and performant. Troubleshoot and resolve complex, critical, and sensitive issues using tools like Zendesk, logs, and Linux utilities such as strace via email and video conferencing. Build strong, proactive relationships with key stakeholders to prioritize blockers and collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive defect resolution and influence the roadmap. Act as a technical expert on GitLab and CI/CD implementations, advising customers on incident mitigation, while creating and improving support documentation and knowledge articles. Partner with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together. Contribute to team growth by participating in hiring processes, including reviewing applications and assessments.
Required Qualifications
- Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution
- Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations
- Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools
- Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers
- Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
- Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails
- Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.