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Senior Assigned Support Engineer (EMEA)

1 month, 2 weeks ago
United Kingdom
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 customers and maintain stable, performant GitLab environments.
  • Troubleshoot critical and sensitive issues using Zendesk, logs, Linux utilities, and video or email support.
  • Build proactive relationships with customer stakeholders and help prioritize technical blockers.
  • Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to resolve defects and influence the roadmap.
  • Advise customers on GitLab, CI/CD implementations, incidents, service interruptions, and mitigation strategies.
  • Create and improve documentation, knowledge articles, runbooks, and troubleshooting guides.
  • Share knowledge and solve problems through pairing sessions and stable-counterpart relationships.
  • Participate in hiring by reviewing applications and assessments and joining interviews.

Requirements

  • Experience managing complex, customer-facing support cases from inquiry and triage through reproduction, escalation, and resolution.
  • Advanced troubleshooting skills across applications, infrastructure, and integrations, including root-cause analysis of ambiguous issues.
  • Strong Linux systems administration expertise, equivalent to LFCE or RHCE, with performance analysis and low-level debugging experience.
  • Practical experience with GitLab and CI/CD, including deployment models and the customer impact of outages.
  • Ability to write and maintain clear, reusable support documentation.
  • Proficiency with scripting languages such as Ruby or Bash.
  • Familiarity with MVC frameworks, preferably Ruby on Rails.
  • Familiarity with DevOps technologies such as Kubernetes and serverless platforms.
  • Strong communication skills for explaining technical concepts and building customer relationships.

Benefits

  • Fully remote work in a globally distributed team with flexible shift structure.
  • Benefits supporting health, finances, and well-being.
  • Flexible paid time off.
  • Equity compensation and employee stock purchase plan.
  • Growth and Development Fund.
  • Parental leave.
  • Team Member Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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