Opportunity at
GitLabSenior Assigned Support Engineer (EMEA)
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company is hiring a Senior Assigned…
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About This Role
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company is hiring a Senior Assigned Support Engineer in the EMEA region to act as a trusted technical adviser for large self-managed, GitLab Dedicated, and GitLab.com customers. This position suits individuals with deep Linux and CI/CD expertise who enjoy solving complex technical problems and building proactive stakeholder relationships. In this…
Job Description
GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and accelerate digital transformation. The company is hiring a Senior Assigned Support Engineer in the EMEA region to act as a trusted technical adviser for large self-managed, GitLab Dedicated, and GitLab.com customers. This position suits individuals with deep Linux and CI/CD expertise who enjoy solving complex technical problems and building proactive stakeholder relationships.
In this role, professionals help key clients avoid operational disruptions and maximize the value of their GitLab environments. Responsibilities include investigating critical support tickets, analyzing logs, collaborating with internal product and development teams to fix bugs, and creating reusable documentation. The role requires advanced troubleshooting capabilities, strong Linux administration knowledge, and a background in handling end-to-end customer support cases. Team members incorporate AI tools into daily workflows to drive innovation and efficiency. GitLab supports full-time staff through flexible paid time off, equity compensation, parental leave, team member resource groups, and growth funds.
Responsibilities
- Deliver technical support to major self-managed, GitLab Dedicated, and GitLab.com customers to maintain system stability and performance
- Investigate and resolve critical support cases using Zendesk, logs, and Linux utilities like strace via email and video calls
- Develop proactive relationships with key customer stakeholders to help prioritize technical roadblocks
- Partner with product, development, infrastructure, customer success, and sales divisions to accelerate bug fixes and influence product goals
- Advise clients on GitLab and CI/CD implementations and mitigate the effects of service interruptions
- Produce and update support documentation, runbooks, and troubleshooting guides
- Engage in pairing sessions and stable counterpart relationships with support engineering colleagues
- Take part in hiring activities such as reviewing assessments and conducting interviews
Requirements
- Background in managing end-to-end customer-facing support cases from initial triage to resolution
- Advanced troubleshooting capabilities to identify root causes across complex multi-layered environments
- Strong Linux systems administration knowledge equivalent to LFCE or RHCE
- Practical experience with GitLab and CI/CD workflows
- Ability to write and maintain clear support content, knowledge articles, and runbooks
- Proficiency in scripting languages such as Ruby or Bash
- Familiarity with MVC frameworks like Ruby on Rails
- Effective communication skills for conveying technical topics to diverse audiences
Qualifications
- Familiarity with DevOps practices and technologies 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
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for the Senior Assigned Support Engineer role?
The posting states that all roles at GitLab are remote, though specific location-based eligibility requirements may apply depending on the country.
What kind of experience is required for this position?
Candidates need a background in managing end-to-end customer-facing support cases, advanced troubleshooting skills, strong Linux administration knowledge, and practical experience with GitLab and CI/CD.
What benefits are provided for full-time employees?
GitLab offers flexible paid time off, equity compensation, an employee stock purchase plan, parental leave, team member resource groups, and a growth and development fund.
What is the employment type for this job?
The position is full-time.
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