Senior Assigned Support Engineer-(Designated / Premier Support)

Overview

As an Assigned Support Engineer, you will be a trusted technical advisor to GitLab's largest Self-managed, GitLab Dedicated, and GitLab.com customers, helping them avoid operational disruption and get the most from GitLab.

What you'll do

• Provide technical support to GitLab's 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.

What you'll need

• 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.

Details

• Location: Bangalore, India (all GitLab roles are remote; some roles carry location-based eligibility requirements).
• The Support team is fully distributed across AMER, EMEA, and APAC, with flexibility to structure your shift while ensuring customer issues are reliably addressed.
• Full-time employment with benefits including flexible paid time off, equity compensation, and employee stock purchase plan.