Assigned Support Engineer (AMER)

About the Role

Join GitLab as an Assigned Support Engineer (ASE) where you will be a trusted technical advisor to our largest customers, proactively preventing issues and resolving complex challenges related to our AI-powered DevSecOps Platform.

Responsibilities

• Provide expert technical support to major Self-managed, GitLab Dedicated, and GitLab.com customers.
• Proactively engage with key customer stakeholders to build strong rapport and understand their environments.
• Troubleshoot and resolve complex, critical, and sensitive support issues via tickets, email, and video conferencing.
• Collaborate cross-functionally with Product, Development, Infrastructure, Customer Success, and Sales teams to drive feature improvements and bug resolutions.
• Contribute to the team by participating in hiring processes, including reviewing applications and conducting interviews.

Requirements

• Proven experience managing customer-facing support cases through the entire lifecycle (triage, reproduction, bug reporting, resolution).
• Advanced problem-solving capabilities to navigate ambiguous, multi-layered technical challenges and architect root-cause solutions.
• Proactive support mindset, capable of anticipating customer needs, identifying incident patterns, and empowering users through documentation.
• Deep experience with GitLab and CI/CD, including understanding various GitLab implementations and service interruption impacts.
• Excellent Linux systems administration knowledge (equivalent to LFCE or RHCE).
• Proficiency in scripting languages (preferably Ruby or Bash) and familiarity with MVC frameworks (preferably Ruby on Rails).
• Ability to clearly communicate complex technical topics to audiences with varying technical skill levels.

Nice-to-Haves

• Familiarity with DevOps methodologies and technologies such as Serverless and Kubernetes.
• Experience writing high-quality support content and knowledge articles.

About the Team

The Support team is globally distributed, emphasizing extraordinary collaboration through pairing sessions, 1:1s, and knowledge sharing. ASEs are empowered to structure their shifts effectively while ensuring continuous coverage for our most critical customers.