Opportunity at
GitLabSenior Support Engineer
GitLab operates as an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and minimize security and compliance risks. More than half of…
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About This Role
GitLab operates as an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and minimize security and compliance risks. More than half of Fortune 100 companies and over 50 million registered users rely on its software development and delivery tools. Within the engineering division, the organization seeks a Senior Support Engineer located in India. This role bridges the gap between support and software development, placing professionals at…
Job Description
GitLab operates as an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and minimize security and compliance risks. More than half of Fortune 100 companies and over 50 million registered users rely on its software development and delivery tools. Within the engineering division, the organization seeks a Senior Support Engineer located in India.
This role bridges the gap between support and software development, placing professionals at the forefront of resolving difficult technical issues for users operating in demanding environments. Candidates will investigate Linux systems, analyze log files, examine Ruby on Rails codebases, reproduce bugs, and contribute code patches directly to the source. The position also involves refining support procedures, updating documentation, and partnering with internal departments such as product, development, infrastructure, customer success, and sales to guide product direction based on user feedback.
The position suits technical professionals with a strong background in customer-facing engineering or troubleshooting who enjoy investigating complex system logs and infrastructure issues. Team members engage in routine weekday and weekend daytime on-call rotations to deliver emergency assistance. GitLab functions as an equal opportunity employer committed to a merit-based workplace.
Responsibilities
- Serve as an escalation contact for difficult customer inquiries and resolve complex problems through Zendesk tickets, code merge requests, email, and video calls.
- Coach and mentor colleagues regarding advanced troubleshooting techniques and effective client communication via pairing sessions.
- Promote and implement enhancements to support workflows, product quality, and reusable documentation.
- Partner with product, development, infrastructure, customer success, and sales teams to establish product goals and prioritize fixes.
- Take part in regular daytime weekday and weekend on-call rotations to handle urgent issues for self-managed and software-as-a-service users.
- Contribute to candidate screening by evaluating applications and assessments and conducting interviews.
Requirements
- Experience managing complex technical cases from initial contact through triage, bug replication, resolution, and client communication.
- Proficiency in Linux system administration, scripting, Git, and continuous integration and continuous delivery workflows.
- Ability to coach teammates through pairing sessions, case reviews, and cross-team collaboration.
- Experience translating user feedback into product bug fixes, feature enhancements, and roadmap priorities.
- Familiarity with DevOps tools and concepts including Kubernetes and serverless computing.
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 and work arrangement for the Senior Support Engineer role?
The position is based in India and is designated as an on-site role according to the listing.
What is the employment type for this position?
The posting specifies that this is a full-time employment opportunity.
What is the salary range for this role?
The salary is not stated in the job posting.
Does the role require participation in on-call shifts?
Yes, engineers participate in regular weekday and weekend daytime on-call rotations to provide emergency support.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.