The opportunity
The Support team is a fully distributed, global group across the AMER, EMEA, and APAC regions, focused on helping customers get the most from GitLab by troubleshooting complex issues and digging into code and logs to understand why something is not working as expected. As an…
What you'll do
Provide technical support to our largest Self-managed, GitLab Dedicated, and: GitLab.com customers, ensuring their GitLab environments remain stable and performant.
Troubleshoot and resolve complex, critical, and sensitive support issues: using tools like Zendesk, logs, and Linux utilities such as strace, through email and video conferencing.
Build strong, proactive relationships with key customer stakeholders, helping: them prioritize and address their most important technical blockers.
Collaborate with Product , Development , Infrastructure , Customer Success ,: and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.
Act 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.
Create and improve support content, including documentation and knowledge: articles, to help customers and GitLab team members resolve issues more efficiently.
What they're looking for
- Partner closely with Support Engineering team members through pairing: sessions and stable counterpart relationships to share knowledge and solve problems together.
- Contribute to team growth by participating in hiring processes, including: reviewing applications and assessments and joining interviews.
