[Remote] Assigned Support Engineer (AMER)

Note: The job is a remote job and is open to candidates in USA. GitLab is an open-core software company that develops a comprehensive AI-powered DevSecOps Platform. As an Assigned Support Engineer, you will act as a trusted technical advisor to GitLab's largest customers, troubleshooting complex issues and collaborating with various teams to enhance customer satisfaction and product development.

Responsibilities
• Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant
• Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing
• Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap
• Act as a technical expert on GitLab and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them
• Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently
• Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together
• Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews

Skills
• Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution
• Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations
• Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools
• Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers
• Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
• Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails
• Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains

Benefits
• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support

Company Overview
• GitLab is a web-based Git repository manager that offers a variety of features for software development teams. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://about.gitlab.com.

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