Opportunity at
GitLabSenior Assigned Support Engineer (AMER)
GitLab operates as an intelligent DevSecOps orchestration platform trusted by over half of the Fortune 100 and millions of registered users to accelerate software delivery and…
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About This Role
GitLab operates as an intelligent DevSecOps orchestration platform trusted by over half of the Fortune 100 and millions of registered users to accelerate software delivery and security. The company seeks a Senior Assigned Support Engineer to act as a trusted technical advisor for its largest Self-managed, GitLab Dedicated, and GitLab.com customers. In this position, you will help major clients avoid operational disruptions, optimize their usage, and resolve critical technical challenges.…
Job Description
GitLab operates as an intelligent DevSecOps orchestration platform trusted by over half of the Fortune 100 and millions of registered users to accelerate software delivery and security. The company seeks a Senior Assigned Support Engineer to act as a trusted technical advisor for its largest Self-managed, GitLab Dedicated, and GitLab.com customers. In this position, you will help major clients avoid operational disruptions, optimize their usage, and resolve critical technical challenges.
This role suits professionals with a proactive support mindset, advanced Linux systems expertise, and deep knowledge of GitLab and CI/CD pipelines. You will collaborate daily with customer stakeholders, engineering groups, product teams, and sales representatives to mitigate service interruptions and troubleshoot performance bottlenecks. Success in the first year relies on building customer trust, reducing critical incidents, and producing reusable support documentation.
Operating as part of a fully distributed global team across AMER, EMEA, and APAC regions, engineers enjoy flexible shift structuring balanced with team accountability. GitLab embraces artificial intelligence as a core productivity tool, expecting all staff members to incorporate AI into their daily workflows.
Responsibilities
- Deliver technical support via email and video conferencing for major Self-managed, GitLab Dedicated, and GitLab.com customers
- Investigate and resolve critical support tickets using Zendesk, log analysis, and Linux utilities like strace
- Establish proactive relationships with key customer stakeholders to help address primary technical obstacles
- Partner with Product, Development, Infrastructure, Customer Success, and Sales teams to accelerate bug fixes and influence product goals
- Advise customers on CI/CD implementations and mitigate the impact of service interruptions on workflows
- Produce and refine support materials such as troubleshooting guides, runbooks, and knowledge articles
- Collaborate with peers through pairing sessions and stable counterpart relationships
- Contribute to candidate hiring by reviewing applications and conducting interviews
Requirements
- Experience managing end-to-end support cases involving customer-facing inquiries, troubleshooting, triage, and resolution
- Advanced troubleshooting capabilities to isolate root causes across complex applications, infrastructure, and integrations
- Strong administration knowledge of Linux systems, including low-level debugging tools and performance analysis
- Practical background working with GitLab and continuous integration and continuous delivery workflows
- Ability to write and maintain clear documentation like runbooks, knowledge articles, and troubleshooting guides
- Proficiency in scripting languages such as Bash or Ruby alongside familiarity with MVC frameworks like Ruby on Rails
- Effective communication skills for explaining technical concepts to audiences with diverse technical backgrounds
- Familiarity with DevOps technologies including Kubernetes and serverless platforms
Core Skills
Benefits
- Flexible paid time off
- Team member resource groups
- Equity compensation and employee stock purchase plan
- Growth and development fund
- Parental leave
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
The role is full-time.
Is the location or remote status specified?
The posting states that all of GitLab's roles are remote, though some positions may carry specific location-based eligibility requirements. The specific location for this role is not stated, but it covers the AMER region.
What is the salary range for this position?
For United States residents, the base salary range is $126,400 to $213,600 USD. The exact compensation is determined by interviews, education, experience, skills, market data, and geographic location.
How do I apply if I do not meet every single qualification?
GitLab welcomes interest from candidates with varying levels of experience and notes that many successful candidates do not meet every single requirement. You are encouraged to apply so recruiters can assess your application.
Sample Interview Questions
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