Senior Assigned Support Engineer-(Designated / Premier Support)

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About This Role

GitLab is hiring a Senior Assigned Support Engineer in India to act as a trusted technical advisor for its major Self-managed, GitLab Dedicated, and GitLab.com customers. GitLab provides an intelligent orchestration platform for DevSecOps, utilized by millions of registered users globally to accelerate software delivery and improve operational efficiency. In this role, you will help large clients avoid disruptions, analyze system performance, and maximize the value of their GitLab deployments.…

Job Description

Responsibilities

• Deliver technical support to major Self-managed, GitLab Dedicated, and GitLab.com customers to maintain system stability and performance
• Investigate and resolve critical and sensitive support inquiries via Zendesk, video conferences, and email using utilities like strace and system logs
• Establish proactive partnerships with primary customer stakeholders to prioritize and clear important technical obstacles
• Work alongside Product, Development, Infrastructure, Customer Success, and Sales teams to address bugs and influence feature planning
• Advise customers on GitLab and CI/CD implementations and mitigate the impact of service interruptions on their workflows
• Write and update technical documentation, runbooks, and knowledge articles to improve resolution efficiency
• Participate in pairing sessions and stable counterpart relationships with other support engineering team members
• Contribute to hiring activities by reviewing candidate applications, conducting assessments, and joining interviews

Requirements

• Background in managing customer-facing support cases from initial triage to final resolution
• Advanced troubleshooting abilities for investigating complex technical problems across applications, infrastructure, and integrations
• Solid Linux systems administration expertise, covering performance analysis and low-level debugging utilities
• Practical familiarity with GitLab and continuous integration and continuous delivery workflows
• Proficiency in creating and updating support materials such as knowledge articles, troubleshooting guides, and runbooks
• Experience with scripting languages like Ruby or Bash and model-view-controller frameworks including Ruby on Rails
• Effective communication skills for explaining technical concepts to diverse audiences and building rapport with stakeholders

Qualifications

• LFCE or RHCE equivalent Linux systems administration knowledge
• Familiarity with DevOps tools and practices such as 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

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