GitLab5 days ago
Senior Support Engineer
Salary not specified
MARKET
12,354 ₽median for this role
IT Support / Helpdesk · 64 jobs with disclosed pay
5,714half of the offers: 8,520–16,354145,833
The employer didn't disclose pay — compare with the market yourself.
Bangalore
Responsibilities
- 01Sit at the intersection of Support and Engineering, helping customers solve complex, real-world challenges while running GitLab in diverse and demanding environments
- 02Join the Engineering department and work directly with customers as they encounter edge cases
- 03Dig into Linux systems, logs, and Ruby on Rails codebase to troubleshoot performance issues, reproduce bugs, and contribute merge requests that fix problems at the source
- 04Improve documentation, refine support processes in the issue tracker, and collaborate closely with Product, Development, Infrastructure, Customer Success, and Sales so customer feedback directly shapes the roadmap
- 05Build deep expertise across a range of GitLab implementations, strengthen ability to keep customers productive on both self-managed GitLab and GitLab.com SaaS, and help create tools and content that make support more efficient and effective for the entire team
- 06Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls
- 07Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration
- 08Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives
- 09Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features
- 10Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and SaaS customers and coordinating incident communications with the GitLab.com Production team
- 11Participate in hiring by reviewing applications and assessments and joining interviews to help grow the Support team
Requirements
- 01Experience owning complex, customer-facing technical cases from initial contact through triage, reproduction, bug reporting, resolution, and clear customer communication, including difficult or escalated interactions
- 02Strong experience with Linux systems administration, scripting, Git, and continuous integration and continuous delivery in production or customer environments, with the ability to investigate issues at both the infrastructure and application levels
- 03Ability to mentor teammates on complex troubleshooting and customer communication through pairing sessions, case reviews, and cross-team collaboration
- 04Experience collaborating with Product, Engineering, and Sales teams to turn customer feedback into product fixes, feature improvements, and roadmap priorities
- 05Familiarity with DevOps practices and technologies such as Kubernetes and serverless computing, and an understanding of how different GitLab implementations operate and affect customers
- 06Demonstrated ability to learn, collaborate across teams, and apply transferable skills from related technical support or engineering roles
What we offer
- 01Flexible Paid Time Off
- 02Team Member Resource Groups
- 03Equity Compensation & Employee Stock Purchase Plan
- 04Growth and Development Fund
- 05Parental Leave
- 06Globally distributed team across Americas, Europe, Middle East, Africa, and Asia-Pacific
- 07Work asynchronously and stay connected through pairing sessions, one-on-one meetings, coffee chats, and Slack
- 08Shifts structured to support personal lives while meeting customer needs
- 09Transparency value: can see what we are working on and how we operate on the Support Team page
- 10Full-time employment