GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

An overview of this role

Assigned Support Engineers (ASEs) are trusted by GitLab's largest customers to minimize operational disruption and ensure a successful product experience. You will combine deep technical expertise with strategic customer engagement to develop an intimate understanding of each customer's GitLab technical and operating environment, enabling you to prevent issues before they occur and find solutions to complex technical and business challenges faced while using GitLab.

In the space of a week, you might be meeting with customers to prioritize work on their most strategic blockers, interacting with the Product and Engineering teams to drive product defect resolution, or doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process.

What you’ll do

Provide technical support to our largest Self-managed, GitLab Dedicated and GitLab.com customers.
Proactively engage with and build rapport with key customer stakeholders.
Collaborate with our Product,Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
Troubleshoot and resolve complex, critical, and sensitive support issues via Zendesk tickets, email and video conferencing.
Collaborate effectively with Support Engineering team members (throughPairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart).
Collaborate with our Product,Development, Infrastructure, Customer Success and Sales teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.

What you’ll bring

Experience in, and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution
Advanced problem-solving capabilities with the ability to navigate ambiguous, multi-layered technical challenges and architect solutions that address root causes rather than symptoms.
Proactive support mindset that anticipates customer needs before they escalate, identifies patterns and trends across incidents, and empowers customers through comprehensive documentation, knowledge articles, and self-service tooling.
Experience with GitLab and CI/CD; understanding the range of different GitLab implementations, and how service interruptions impact the customer
Excellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)
Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)
Expertise in writing support content
Ability to communicate complex technical topics to customers and coworkers of varying technical skill level
Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

Assigned Support Engineer

AMER

Remote

Mid-level

GitLab