Senior Assigned Support Engineer (AMER)

Overview

Senior Assigned Support Engineer (AMER) is a technical advisor for GitLab’s largest customers, helping prevent operational disruption and improve how they use GitLab.

What you'll do

• Provide technical support to large Self-managed, GitLab Dedicated, and GitLab.com customers to keep GitLab stable and performant.
• Troubleshoot and resolve complex, critical, sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace via email and video conferencing.
• Partner with customer stakeholders to prioritize and address important technical blockers.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes and influence feature development and roadmap.
• Advise customers on GitLab and CI/CD implementations and how incidents impact workflows and mitigation.
• Create and improve support content such as documentation, knowledge articles, runbooks, and troubleshooting guides.

What you'll need

• Background managing complex, customer-facing support cases end to end from inquiry and triage through reproduction, escalation, and resolution.
• Advanced troubleshooting skills to investigate ambiguous, multi-layered technical issues and identify root causes.
• Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.
• Practical experience with GitLab and CI/CD, including how deployment models and outages affect customers.
• Ability to write and maintain clear, reusable support content like knowledge articles, runbooks, and troubleshooting guides.
• Proficiency with scripting languages such as Ruby or Bash and familiarity with MVC frameworks, preferably Ruby on Rails.
• Effective communication skills to explain complex technical topics to varied audiences.

Details

• Work mode is remote.
• Location eligibility includes residents of the United States.
• United States salary range is $126,400–$213,600 USD.