The opportunity
We're a globally distributed group of Support Engineers across the Americas, Europe, the Middle East, and Africa, and Asia-Pacific. We work asynchronously and stay connected through pairing sessions, one-on-one meetings, coffee chats, and Slack.
What you'll do
Act as an escalation point for difficult customer interactions and lead the: resolution of complex issues through Zendesk tickets, merge requests, email, and video calls.
Mentor and guide teammates on complex troubleshooting and customer: communication through pairing sessions and cross-team collaboration.
Advocate for and drive improvements to support practices, product quality,: and reusable documentation and support content that directly influence team objectives.
Collaborate with Product, Development, Infrastructure, Customer Success, and: Sales teams to shape product goals, roadmaps, and priorities while driving fixes and new features.
Participate 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.
Participate in hiring by reviewing applications and assessments and joining: interviews to help grow the Support team.
