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Senior Assigned Support Engineer (AMER)

1 month, 2 weeks ago
United States, Canada
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Bash CI/CD GitLab Kubernetes Linux Ruby Ruby on Rails Serverless
Apply Now
GitLab

GitLab

GitLab: The comprehensive DevOps platform revolutionizing software development with automation, AI workflows, and essential tools for efficient collaboration.

Internet Software & Services
1K-5K
Founded 2014
View All Jobs 31

Description

  • Provide technical support to major GitLab customers and maintain stable, performant environments.
  • Troubleshoot critical and sensitive issues using Zendesk, logs, strace, and other Linux utilities.
  • Build proactive relationships with customer stakeholders and help prioritize technical blockers.
  • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on defect resolution and roadmap input.
  • Advise customers on GitLab, CI/CD implementations, incidents, and service interruptions.
  • Create documentation, knowledge articles, runbooks, and troubleshooting guides.
  • Partner with Support Engineering colleagues through pairing sessions and stable-counterpart relationships.
  • Participate in hiring by reviewing applications and assessments and conducting interviews.

Requirements

  • Experience managing complex customer-facing support cases from triage through escalation and resolution.
  • Advanced troubleshooting skills across applications, infrastructure, and integrations.
  • Strong Linux systems administration expertise, equivalent to LFCE or RHCE, including performance analysis and low-level debugging.
  • Practical experience with GitLab and CI/CD deployment models and outage impacts.
  • Ability to write and maintain clear, reusable technical support content.
  • Proficiency with scripting languages such as Ruby or Bash.
  • Familiarity with MVC frameworks, preferably Ruby on Rails.
  • Strong communication skills and the ability to explain technical concepts to varied audiences.
  • Familiarity with DevOps technologies such as Kubernetes and serverless platforms.

Benefits

  • U.S. base salary range of $126,400–$213,600, excluding bonuses, equity, and benefits.
  • Fully remote work environment with flexible shift organization.
  • Benefits supporting health, finances, and well-being.
  • Flexible paid time off.
  • Equity compensation and employee stock purchase plan.
  • Growth and Development Fund.
  • Parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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