GitLab5 days ago
Senior Support Engineer
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
The employer didn't disclose pay — compare with the market yourself.
Remote
Responsibilities
- 01Act as an escalation point for difficult customer interactions and lead the resolution of complex issues through Zendesk tickets, merge requests, email, and video calls
- 02Mentor and guide teammates on complex troubleshooting and customer communication through pairing sessions and cross-team collaboration
- 03Advocate for and drive improvements to support practices, product quality, and reusable documentation and support content that directly influence team objectives
- 04Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features
- 05Participate in regular weekday and weekend on-call rotations during daytime hours, providing emergency support for self-managed GitLab and software as a service customers and coordinating incident communications with the GitLab.com Production team
- 06Participate 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
- 02Equity Compensation & Employee Stock Purchase Plan
- 03Growth and Development Fund
- 04Parental Leave
- 05Benefits to support your health, finances, and well-being
- 06Globally distributed team working asynchronously across Americas, Europe, Middle East, Africa, and Asia-Pacific
- 07Structured shifts to support personal lives while meeting customer needs