GitLab3 days ago
Senior Assigned Support Engineer (EMEA)
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
- 01Provide technical support to our largest Self-managed, GitLab Dedicated, and GitLab.com customers, ensuring their GitLab environments remain stable and performant.
- 02Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing.
- 03Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.
- 04Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.
- 05Act 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.
- 06Create and improve support content, including documentation and knowledge articles, to help customers and GitLab team members resolve issues more efficiently.
- 07Partner closely with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems together.
- 08Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.
Requirements
- 01Background managing complex, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.
- 02Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.
- 03Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.
- 04Practical experience with GitLab and continuous integration / continuous delivery (CI/CD), including how different deployment models and outages affect customers.
- 05Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.
- 06Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
- 07Effective communication skills for explaining complex technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.
- 08Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from related domains.
What we offer
- 01Fully distributed, global team across AMER, EMEA, and APAC regions.
- 02Flexibility to structure your shift in a way that fits your life while ensuring reliable customer support.
- 03Benefits to support your health, finances, and well-being.
- 04Flexible Paid Time Off.