Senior Support Engineer

Overview

As a Senior Support Engineer, you bridge Support and Engineering to help customers troubleshoot complex issues while running GitLab in demanding environments.

What you'll do

• Lead resolution of complex customer issues via Zendesk tickets, merge requests, email, and video calls.
• Mentor teammates on complex troubleshooting and customer communication using pairing and cross-team collaboration.
• Improve support practices, product quality, and reusable documentation and support content.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales on goals, roadmaps, and priorities.
• Participate in weekday and weekend on-call rotations for emergency support and incident communications.
• Review applications and assessments and join interviews to help grow the Support team.

What you'll need

• Experience owning complex, customer-facing technical cases from initial contact through resolution and communication.
• Strong experience with Linux systems administration, scripting, Git, and CI/CD in production or customer environments.
• Ability to investigate issues across infrastructure and application levels.
• Ability to mentor on complex troubleshooting and customer communication via pairing, case reviews, and collaboration.
• Experience collaborating with Product, Engineering, and Sales to turn customer feedback into product and roadmap priorities.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing.

Details

• Location: Bangalore, India.
• On-call rotations: regular weekday and weekend daytime hours.