Senior Support Engineer
RemoteSouth Korea
Job Summary
Act as an escalation point for difficult customer interactions, leading resolution of complex issues through Zendesk tickets, merge requests, and video calls while mentoring teammates on troubleshooting and communication. Diagnose performance problems and reproduce bugs by digging into Linux systems, logs, and the Ruby on Rails codebase to contribute fixes at the source. Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape roadmaps, refine support processes, and advocate for improvements to documentation and reusable content. Participate in weekday and weekend on-call rotations to provide emergency support for self-managed GitLab and SaaS customers, coordinating incident communications with the Production team. Review applications and join interviews to help grow the Support team.
Required Qualifications
- Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions.
- Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels.
- Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration.
- Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers.
- Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles.
- Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team.
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