Assigned Support Engineer / Senior Support Engineer (EMEA)

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Requirements:

• Experience in managing customer-facing cases throughout the entire support lifecycle.
• Experience with GitLab and CI/CD, understanding various GitLab implementations.
• Excellent Linux systems administration knowledge (LFCE or RHCE equivalent).
• 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 varying technical skill levels.
• Familiarity with DevOps methodologies and technologies like Serverless and Kubernetes.

Responsibilities:

• Initially support a mix of Self-managed and GitLab.com (SaaS) customers and resolve their issues via Zendesk tickets, merge requests, email and video conferencing.
• Transition to working with assigned accounts to provide an enhanced support experience.
• Collaborate with Product, Development, Infrastructure, Customer Success, and Sales Teams.
• Create and update documentation based on customer interactions.
• Participate in regular rotations for weekday and weekend on-call coverage.
• Participate in hiring processes.