Assigned Support Engineer

About the Role

Assigned Support Engineers (ASEs) are trusted by GitLab's largest customers to minimize operational disruption and ensure a successful product experience. This role combines deep technical expertise with strategic customer engagement to proactively prevent issues and solve complex technical and business challenges.

Responsibilities

• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers.
• Proactively engage with and build rapport with key customer stakeholders.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to build new features, fix bugs, and define product goals and strategy.
• Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email, and video conferencing.
• Collaborate effectively with Support Engineering team members through pairing sessions and as a Support Stable Counterpart.
• Participate in our hiring processes by reviewing applications, assessments, and conducting interviews.

Requirements

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle, from initial inquiry to resolution.
• Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect root-cause solutions.
• Proactive support mindset that anticipates customer needs, identifies trends, and empowers customers through documentation and self-service tooling.
• Experience with GitLab and CI/CD, understanding various GitLab implementations and service interruption impacts.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge).
• Ability to use scripting languages (preferably Ruby or Bash) and MVC frameworks (preferably Ruby on Rails).
• Expertise in writing clear and effective support content.
• Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

About the Team

The Support team is globally distributed across AMER, EMEA, and APAC regions. Support Engineers not only handle customer tickets but also delve into code and logs to diagnose issues. Collaboration is a cornerstone, with team members solving complex problems together through pairing sessions, 1:1s, and informal chats. We offer flexibility to structure shifts to suit personal life while maintaining our commitment to addressing customer issues.