Overview
As a Senior Assigned Support Engineer for EMEA, you will be a technical advisor to GitLab’s largest self-managed and GitLab.com customers. You’ll help prevent operational disruption by troubleshooting complex issues and advising on GitLab and CI/CD implementations.
What you'll do
- Provide technical support to large self-managed, GitLab Dedicated, and GitLab.com customers to keep environments stable and performant.
- Troubleshoot and resolve complex, critical, and sensitive support issues using tools such as Zendesk, logs, and strace via email and video conferencing.
- Build proactive relationships with key customer stakeholders to prioritize and address technical blockers.
- Collaborate with Product, Development, Infrastructure, Customer Success, and Sales to drive bug fixes and influence feature development and roadmap.
- Serve as a technical expert on GitLab and CI/CD to advise on incident and service interruption impact and mitigation.
- Create and improve support documentation and knowledge articles (including runbooks and troubleshooting guides).
What you'll need
- Experience managing complex, customer-facing support cases end to end from inquiry and triage through 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 such as knowledge articles and runbooks.
- Proficiency with scripting languages such as Ruby or Bash and familiarity with MVC frameworks, preferably Ruby on Rails.
- Strong communication skills to explain complex technical topics to varied audiences.
Details
- Location: Remote, United Kingdom.
Read the full description and apply on the company’s own careers page.
