Remote, United Kingdom•United Kingdom
Remote
Senior
Full Time
remotesupport engineerlinuxgitlabci/cdsenior
Requirements
- •Background managing complex, customer facing support cases end to end
- •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 continuous integration / continuous delivery (CI/CD)
- •Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides
- •Proficiency with scripting languages such as Ruby or Bash and familiarity with MVC frameworks, preferably Ruby on Rails
- •Effective communication skills for explaining complex technical topics and building rapport with customer stakeholders
- •Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms
What You'll Do
- •Provide technical support to largest Self-managed, GitLab Dedicated, and GitLab.com customers ensuring stable and performant GitLab environments
- •Troubleshoot and resolve complex, critical, and sensitive support issues using tools like Zendesk, logs, and Linux utilities such as strace
- •Build strong, proactive relationships with key customer stakeholders to prioritize and address technical blockers
- •Collaborate with Product, Development, Infrastructure, Customer Success, and Sales teams to drive bug fixes, influence feature development, and shape product goals and roadmap
- •Act as a technical expert on GitLab and CI/CD implementations advising customers on incident impacts and mitigation
- •Create and improve support content including documentation and knowledge articles
- •Partner with Support Engineering team members through pairing sessions and stable counterpart relationships to share knowledge and solve problems
- •Participate in hiring processes including reviewing applications, assessments, and joining interviews
Benefits
- •Benefits to support health, finances, and well-being
- •Flexible Paid Time Off
- •Team Member Resource Groups
- •Equity Compensation & Employee Stock Purchase Plan
- •Growth and Development Fund
- •Parental Leave
About GitLab
GitLab is a web-based Git repository manager that offers a variety of features for software development teams.
San Francisco, CA, US
1000 - 5000
Developer Tools