GitLab is hiring an Assigned Support Engineer (AMER) to serve as a trusted technical partner for our largest customers. You will minimize operational disruption and ensure a successful product experience by developing an intimate understanding of each customer's GitLab environment.
What You'll Do
- 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 our Product, Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, 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 other GitLab team members.
- Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
What We're Looking For
- Experience in, and passion for managing customer facing cases throughout the entire support lifecycle.
- Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes.
- Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling.
- Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer.
- 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 support content.
- Ability to communicate complex technical topics to customers and coworkers of varying technical skill level.
Nice to Have
- Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.
Technical Stack
- GitLab, CI/CD, Linux, Ruby, Bash, Ruby on Rails, Zendesk, Serverless, Kubernetes
Team & Environment
The Support team is distributed all over the world across AMER, EMEA, and APAC regions.
Benefits & Compensation
- Compensation: $87,400 - $156,000 USD
- 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
Work Mode
This is a global position open to candidates in the United States.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit.
